Running Effective QBRs for Automation Clients

Quarterly Business Reviews are your best opportunity to demonstrate value, identify expansion opportunities, and strengthen client relationships. Here's how to make them count.

The QBR Framework

Pre-QBR Preparation (1 Week Before)

Data Gathering:
- Pull execution metrics for the quarter
- Calculate cost savings and time saved
- Identify any recurring issues
- Note workflow improvements made

Client Research:
- Review recent communications
- Check for business changes (news, LinkedIn)
- Identify potential expansion areas
- Prepare questions about their goals

Materials Preparation:
- Create presentation deck
- Print executive summary
- Prepare demo of new features
- Draft discussion questions

QBR Agenda (60-90 minutes)

1. Business Update (10 min)
- How is their business doing?
- Any strategic changes?
- Team changes?
- Upcoming initiatives?

Start by listening. Show you care about their business, not just your workflows.

2. Performance Review (20 min)
- Execution summary (volume, success rate)
- Time and cost savings
- Comparison to previous quarter
- Any issues and how they were resolved

Lead with wins. Be honest about problems.

3. Value Delivered (15 min)
- Concrete ROI calculations
- Qualitative improvements
- Team feedback quotes
- Comparison to pre-automation state

Make the value undeniable with specific numbers.

4. Roadmap Discussion (20 min)
- What's working well?
- What could be improved?
- New automation opportunities?
- Upcoming changes that affect workflows?

This is where expansion conversations happen.

5. Next Steps (5 min)
- Action items with owners
- Timeline for improvements
- Date for next QBR
- Any immediate needs

Always leave with clear next steps.

The QBR Deck

Slide 1: Title
- Client logo and yours
- "Q[X] Business Review"
- Date

Slide 2: Executive Summary
- 3 big wins
- 1 area of focus
- Overall health status

Slide 3-4: Performance Metrics
- Execution volume
- Success rate trend
- Comparison to goal

Slide 5: Value Delivered
- Time saved (hours)
- Cost savings ($)
- Other quantifiable benefits

Slide 6: Issues & Resolutions
- What went wrong
- How you fixed it
- Preventive measures

Slide 7: Opportunities
- New automation ideas
- Improvement suggestions
- Integration opportunities

Slide 8: Roadmap
- Next quarter plans
- Timeline
- Investment required

Slide 9: Discussion
- Open questions
- Feedback requested
- Strategic alignment

Having the Expansion Conversation

Timing

• After demonstrating clear value
• When client mentions a pain point
• When business is growing/changing
• NOT when there are unresolved issues

Approach

Don't sell. Consult.

"You mentioned you're hiring 5 more people for [team]. How are you thinking about scaling your processes to support that growth?"

vs.

"We could build an automation for that new team - it would be $X."

Framing New Work

• Connect to their stated goals
• Reference similar successful projects
• Offer to scope before committing
• Don't pressure

After the QBR

Same Day:
- Send thank you email
- Attach presentation
- Summarize action items

Within 1 Week:
- Complete any promised follow-ups
- Send proposal for discussed expansion
- Schedule next QBR

Ongoing:
- Track action items to completion
- Check in monthly on progress
- Share relevant industry insights

QBR Red Flags

Watch for these warning signs:

• Key stakeholder absent: May indicate deprioritization
• Budget concerns raised: Get ahead of renewal conversations
• Minimal engagement: Probe for satisfaction issues
• New decision makers: Build relationship quickly
• Competing solutions mentioned: Understand the landscape

Measuring QBR Success

Track these metrics:

• Client satisfaction scores
• Expansion revenue from QBRs
• Retention rate
• NPS trend
• Action item completion rate