Let's Go!

Having been in Customer Success for over 10 years, I have conducted hundreds of QBRs. Some of my early ones were pretty poor, but through practice, feedback and a desire to improve, I got to a stage where I thoroughly looked forward to a QBR knowing that I had the skills and experience to deliver them successfully.  

I won't lie and say it was a smooth journey, in fact here was one meeting where I didn't even get past the agenda slide, but as I heard someone once say, "You can never lose. You either win, or learn." 

I also hear a lot of discussions in the CS community as to whether to do QBRs or not. That they are a tick-box exercise and a waste of time. Well that might be true if you don't realise the value they can bring and are not thinking about them strategically. Where CS now talks extensively about needing to show the customer the value of their investment, a QBR represents an excellent opportunity to do just that. Having your senior stakeholders in the room, hearing their challanges, understanding their goals is absolutely vital.

Overlook QBRs at your peril.

And becuase of their importance, I have decided to share my extensive experience.  Working at SaaS companies including Skai, Salesforce and Dataiku, I have presented QBRs to some of the most recognisable brands on the planet; Diageo, Expedia, John Lewis, Unilever to name but a few. Along the way I've learnt a thing or two, and now I want to share that knowledge, with you.

So I'm starting this new venture, with excitement and passion. I hope you come along with me, and learn a thing or two about running exceptional QBRs along the way.

Simon,