QBRs Can Be Stressful

The Anxiety Can Be High

QBRs can be one of the more high-pressure events a CSM faces. Once a quarter, you have to present to your senior stakeholders and demonstrate that your product is meeting their goals and that you have been doing a good job, which isn't always the case.  I know when my accounts were not in the best of places, I would feel a lot of pressure from the rest of the account team to make sure that this strategic meeting went well.  Internal dry runs can feel like a grilling, and that's before you even face the client.

Make Your Life Easier

Over the years, I have found there are a number of items that I can control that turns the heat down.  These not only get my presentation in a better place but also give my colleagues confidence in my work.

Start early

A CSMs workload is often full, but you must prioritise a QBR, it is a key strategic meeting that when done wrong, can set you back many, many steps. Be sure to block time out in your diary to work on it, and start earlier than you think so that you can accommodate any unexpected changes or demands.

Collaborate with your key sponsor

Don't go it alone. Work closely with your customer sponsor and work together to create the ideal agenda and be informed of what exactly your senior stakeholders are looking for. I'm in the middle of creating a mini-course for this exact topic. If you want to learn exactly how I would work with key sponsors, this course could be right for you.

Know exactly what message you want to get across

You can't just turn up and present some numbers and new product features.  Work with your internal account team to identify what messages you want to get across to your client.  This should encompass the value your product and/or services have delivered, and what goals have been achieved.  Don't be afraid to shout about any success. Equally don't shy away from any issues.

Know exactly what actions you want to confirm

As with the above, before going in to the meeting, make sure you and the rest of the account team are very clear on what you want the next steps to be following on from the QBR.  Don't just leave these to come out in the meeting itself.  This is your chance to direct your client in what you want to happen next, for them to achieve their goals. 

Remember when the heat is on, don't go into your shell. Reach out for help. Discuss your challenges and your ideas.  Your wider team will be there to help.