Account Management
Quarterly Business Review
A quarterly business review is a regular meeting with a customer to look at the results achieved, check that goals are still the right ones and agree on priorities for the coming quarter. Unlike a support call, it is about business outcomes, not tickets. Here are the questions to ask to make it a real conversation rather than a presentation of slides.
17 questions
When to use this template
- Every quarter with strategic or high-value customers, to keep the relationship focused on outcomes.
- Before a renewal or expansion discussion, so that it follows a review of the value delivered.
- When the customer's team, priorities or strategy have changed and you need to realign.
Questions to ask
Results and goals
- 01What were your main objectives for this quarter?
- 02How do you feel those objectives went?
- 03What results of the past quarter are you most proud of?
- 04Which of them have been helped by our work together?
Value and usage
- 05How is your team using our solution today?
- 06Which parts are bringing you the most value?
- 07Is there anything you expected from us that you have not yet seen?
Challenges
- 08What has been the hardest part of the quarter for your team?
- 09Where have we fallen short or been slow?
- 10What is getting in the way of getting more from our solution?
Priorities for next quarter
- 11What are your top priorities for the coming quarter?
- 12How could we help you achieve them?
- 13Are there changes in your company, such as new teams, tools or leaders, that we should know about?
- 14Who else should be part of our conversations from now on?
Next steps
- 15What should we change in the way we work together?
- 16What is the one action you would like us to take before our next review?
- 17Is there anything we have not covered that you would like to discuss?
Tips for a useful conversation
- Share a short summary of the data before the meeting so that the time together is spent on conversation, not on reading figures.
- Let the customer speak first about their goals and results, before presenting yours.
- Bring executives from your side as well as the customer's, if you want the review to influence decisions.
- Be honest about what has not worked: customers trust a partner who names issues themselves.
- Send a written summary of decisions and actions within a day or two and follow up on each at the next review.
Mistakes to avoid
- Turning the meeting into a one-way presentation of your own achievements.
- Reviewing usage figures without connecting them to the customer's business goals.
- Avoiding difficult topics until the renewal, when it is too late to fix them.
- Ending without agreed actions, owners and dates.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.