Prepare your QBRs to effectively show the value you provide to keep customers

Build your relationship, continue adding value, and identify opportunities to upsell customers by performing recurring Quarterly Business Reviews (QBRs). MSPs working with Collabrance can download our QBR template to start preparing your presentation.

Who should be included in these meetings?

Involve people at all levels, including:
  • Executives
  • Operations
  • Sales & Marketing
  • Support
  • Finance
  • Technical

What do I need to know prior to meeting?

You need to know the basic business model and processes of this subscriber. If you do not understand these things, always start with questions to learn more about their processes and how technology affects each area of their business directly, like:

  • What are your top 3 initiatives for the year?
  • What are the top 3 challenges you face as a business?
  • How does technology impact these initiatives and challenges?

What should I include in my QBR?

  • 4 Helpful Lists (What's Right, What's Wrong, What's Missing, What's Confusing)
  • SWOT Analysis (Strengths, Weaknesses, Opportunities, Threats)
  • Business Implications
  • Technology Roadmap 
  • Identify equipment that needs replaced: warranties, aged, overworked, etc.
  • Establish future stabilization work needed
  • Business Continuity Plans
  • Recent Performance Metrics (1/3 of meeting time or less!)
  • How has service been? Any requests or additional needs?
  • Feedback

What Collabrance Tools can help me with my customer QBRs?

  • Streamline IT: Gain access to ConnectWise to pull QBR information 

What kind of data should I provide?

Review of stabilization work, alerts and requests from their environment, and all remediation
  • Review patching policy in detail
  • Show all of the backup alerts we are monitoring to show successful backups (peace of mind, this is their insurance policy)

What questions should I ask to seek new information?

  • How does technology impact your monthly/quarterly/annual goals?
  • Any environmental changes since our last visit?
  • Any planned changes within the next quarter to year?
    • Addition/reduction in staff
    • Moving/new office space
    • Any big projects?
    • Software expirations/upgrades

What business planning questions should I bring up?

  • Budget
    • At least gather how much they have budgeted yearly for technology.
    • Establish if nonexistent, or reevaluate to fit their goals
    • MSPs working with Collabrance can use our 12 month QBR budget tool
  • Process Improvement
    • What are the most important processes run within the organization?
    • What are the most challenging processes?
    • Are there any you would like to see more streamlined/automated?
  • Regulations and Compliance
    • Do you adhere to any regulations or compliance?
    • Do you need to keep records for finite amount of time?
  • Industry Specific Information
    • Who do you use as key industry resources?
      • Consultants
      • Vendors
      • Peer Reviews
    • Productivity
      • Are you concerned with employee productivity? If so, why?
      • Do you have an acceptable use policy?
      • Would you like more control of your employees’ actions with work resources during work hours? If so, what would that look like?
    • Wish List
      • What do you wish you had that you don’t now?
      • Is there any technology you would like to evaluate?
      • Is there anything technology-related you would like me to help you learn more about?

QBR Resources Available to MSPs working with Collabrance

  • QBR Information Reports
  • 12 Month QBR Budget Tool
  • QBR General Presentation Template