QBR Follow Up Quiz

How often should QBRs be offered/conducted?

• Once per quarter

• Once per customer lifecycle

• Ad hoc or as needed

• As defined by service level

What makes a QBR Successful?

As an account team, the AE and I plan, prepare and deliver QBRs together

• Strongly agree

• Agree

• Disagree

Select all that apply.

What does a good QBR include?

• Active listening: What does the client define as success?

• Sharing as much data as possible

• Sharing data tailored to clients's goals and challenges

• Details on all individual courses

How should a good QBR be closed?

Select all that apply.

• Agree and proceed with all customer requests.

• Summary of main discussion points and follow up items.

• Close the call fast to avoid questions.

How should a QBR be documented using Gainsight?

• QBRs do not need to be documented on Gainsight.

• A timeline entry is sufficient.

• Gainsight will record this automatically so no need to save separately.

• Record as a milestone. Save the notes & follow up email to timeline.

Every client should have a QBR, with one scheduled each quarter.

• True

• False

To become a trusted advisor the CSM needs to....

• Work in alignment with the AE as part of one account team.

• Identify value adding opportunities with the client.

• Always agree with the initial ideas of the client and/or the AE.

• Selectively share favorable data and avoid sharing any negative feedback.

The most important thing to identify, explore and present in each QBR is:

• NPS and health score

• Individual learner quotes

• What does success look like for your customer and how is it measured?

• Standard Leasrnhip KPIs.