Customer Success
定义
A Quarterly Business Review is a scheduled meeting (typically every 3 months) where the customer success team reviews the customer's usage, outcomes, health score, and upcoming goals. QBRs build relationships, identify expansion opportunities, and surface retention risks early.
要点
- Standard agenda: outcomes vs goals, usage metrics, health assessment, forward planning
- Attendance from both sides influences value (executive sponsor + CSM)
- QBR completion rate is a strong retention predictor
- QBR delivery timing often tied to renewal cycle
示例
A CSM delivers QBR to their enterprise customer: 'In Q3 you expanded adoption by 40%, which aligned with your stated goal. Renewal is in Q1 — let's discuss path to expansion.'