QBRs: Why 72% of Customers Find Them Worthless

Nov 14, 2024

∙ Paid

According to recent research by Kapta, only 28% of customers think Quarterly Business Reviews (QBRs) deliver any real value.

For a typical SaaS company with $10M ARR, that translates to roughly $2.3M in potential revenue at risk due to ineffective customer engagement.

The traditional QBR model is facing a key inflection point in SaaS.

Executives increasingly view these sessions as time-wasting ceremonies rather than strategic value drivers.

As Jack Maguire, Director of Social Media Ads at National Debt Relief, said it well, "These meetings have devolved into corporate karaoke" - ritualistic performances that add minimal value to either party."

The Current Crisis in QBRs

According to a 2024 study by Custify, one of the leading Customer Success Platforms, 67% of CS professionals report that traditional QBRs fail to deliver meaningful value to their customers.

The Cost of Poor Execution

Research from Growblocks reveals that ineffective QBRs can result in:

23% increase in customer churn rates
45% reduction in upsell opportunities
32% decrease in customer satisfaction scores (CSAT)

For more about how QBRs impact enterprise customers, check out my Ultimate Guide to Executive Business Reviews for CSMs

The Evolution of Strategic Reviews

The Amazon Framework

Amazon's revolutionary approach, which has shown a 40% improvement in customer retention, includes:

Joint Business Planning (JBP) in Q4 for annual goal alignment
Monthly Business Reviews (MBRs) with scorecards
Focused QBRs with pre-shared documentation

Learn more about transforming traditional reviews in my guide on How to Turn Boring QBRs into Growth Rockets

The Modern Alternative

Real-Time Engagement

A 2024 study by Emerald Insight found that companies implementing real-time monitoring solutions experienced:

34% higher customer satisfaction scores
28% increase in product adoption rates
41% improvement in early problem detection

Digital Transformation Impact

According to ZapScale's latest research, AI-powered QBR solutions deliver:

89% increase in data accuracy
43% improvement in customer engagement

Best Practices for Success

The 40:60 Rule

Research shows successful QBRs follow a 40:60 ratio between talking and listening, creating optimal customer engagement.

In other words, talk less, and listen more.

Customer-Centric Approach

A recent study by RevCast also shows that companies implementing customer-centric QBRs experience:

76% higher renewal rates
54% increase in upsell opportunities
38% improvement in customer advocacy

For more insights on measuring success, explore my Top 5 Customer Success Metrics for SaaS Performance Insights

The Future of Customer Reviews

Emerging Trends

Industry experts predict that by 2025:

70% of QBRs will be AI-augmented
60% will incorporate real-time analytics
85% will use predictive customer health scoring

So, the traditional QBR isn't just dying.

It's evolving into a more dynamic, valuable, and customer-centric process.

Companies that adapt to this evolution will build stronger relationships and drive better outcomes.

And those sticking to outdated practices risk becoming irrelevant soon.

Industry leaders are already implementing the next generation of strategic reviews.

Here's what they're doing differently:

The Stakes Are Higher Than Ever

Recent data from Gartner shows that companies with effective strategic review processes see:

83% higher customer retention rates
2.3x more expansion revenue
64% faster time-to-value realization

Yet many organizations still struggle to deliver meaningful value in their QBRs.

So, which side of this divide will you be on?

The Cost of Inaction

Every ineffective QBR isn't just a wasted hour—it's burning revenue:

23% lost potential revenue
89% customer dissatisfaction
71% increased churn risk

Your Next 90 Days: Transform or Get Left Behind

Here’s how industry leaders are setting up proven frameworks that consistently deliver results:

🔒Ready to Transform Your QBRs?

Get immediate access to:

Battle-Tested Frameworks & Templates

7 customizable QBR templates used by industry leaders
Implementation roadmap and checklist
ROI calculator and measurement tools

Strategic Communication Tools

25+ proven talk tracks for every situation
Executive-level presentation templates

Real-World Success Blueprints

Case studies from successful implementations
Expert interviews and insights
Best practices from industry leaders

"Implemented the strategic partnership framework and saw a 43% increase in retention within 90 days." -Shelly T. Director, Customer Success"

The templates alone saved us 40+ hours of work. The ROI was immediate." - Varun G., VP of CS

"The premium content has been a game-changer for my CS Operations. We reduced our time-to-value by 50% using the step-by-step implementation guides." - Stuart D., VP of Customer Success

💪 Join 100+ CS Leaders from Adobe, Salesforce, Microsoft, HubSpot & more, and transform your QBRs today!

Transform Your QBRs Now

Don't let another quarter go by watching competitors win with better customer engagement.

Give your team the tools they need to deliver exceptional value in every interaction.

For enterprise customers, check out my detailed guide on Enterprise vs SMB Customer Success

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