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Quarterly business review template
Structure customer-facing QBRs with actionable insights and commitments.
9 min•operations•
operations
customer-success
1. Executive summary
- Highlight major wins (SLA improvements, automation adoption, CSAT lift).
- Flag challenges and upcoming initiatives.
- Share goals for the next quarter at a high level.
2. Support performance
- Volume trends by channel and intent.
- SLA attainment and breach analysis.
- AI assist performance (draft acceptance, time saved).
- Escalation volume and MTTR.
3. Customer experience
- CSAT/NPS trend with representative quotes.
- Sentiment analysis across key accounts.
- Knowledge search data showing top gaps and resolved issues.
4. Product & roadmap alignment
- Summarize shipped features impacting support.
- Present prioritized feedback requests with status.
- Outline upcoming roadmap items relevant to the customer’s needs.
5. Operational excellence
- Showcase automation or knowledge investments made by the customer team.
- Identify training or staffing recommendations.
- Review compliance posture and incident updates if applicable.
6. Next steps & owners
- List agreed actions with responsible parties and due dates.
- Document follow-ups for product, support, and customer stakeholders.
- Schedule mid-quarter check-in to track progress.
A structured QBR keeps strategic customers aligned and demonstrates the value of NexusCore partnership.
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