Quarterly Business Review (QBR) Template
Version: 1.0 | Last Updated: Nov 2025
PulsePlus Quarterly Business Review
Customer: [COMPANY NAME] Quarter: Q[X] 20[XX] Date: [DATE] Attendees:
- [CUSTOMER EXEC SPONSOR]
- [CUSTOMER ADMIN/CHAMPION]
- [YOUR CSM]
- [YOUR AE - if appropriate]
Meeting Agenda (60 minutes)
- Executive Summary (5 min) - Wins and highlights
- Usage & Engagement Metrics (15 min) - Data review
- Business Outcomes (15 min) - ROI achieved
- Customer Feedback (10 min) - What's working, what's not
- Roadmap & What's Next (10 min) - Upcoming features
- Action Items & Goals (5 min) - Next quarter objectives
1. Executive Summary
Quarter Highlights
Top 3 Wins:
- [WIN 1 - e.g., "Expanded from 100 to 300 users"]
- [WIN 2 - e.g., "Training completion increased from 45% to 82%"]
- [WIN 3 - e.g., "Launched OCM quest for ERP migration - 87% adoption"]
Key Metrics Snapshot:
- Active Users: [X]% ([X] of [TOTAL])
- Engagement Score: [X]/10
- Achievements Unlocked: [X] total
- XP Earned: [X] million
- Business Impact: $[X] estimated value
2. Usage & Engagement Metrics
User Adoption
| Metric | Q[PREVIOUS] | Q[CURRENT] | Change |
|---|---|---|---|
| Total Users | [X] | [X] | [+X%] |
| Daily Active Users (DAU) | [X]% | [X]% | [±X%] |
| Weekly Active Users (WAU) | [X]% | [X]% | [±X%] |
| Monthly Active Users (MAU) | [X]% | [X]% | [±X%] |
Analysis: [INSIGHT - e.g., "DAU increased 15% quarter-over-quarter, indicating strong daily engagement momentum."]
Benchmark: Industry average DAU for engagement platforms is 40-50%. You're at [X]%.
Feature Utilization
| Feature | Usage % | Most Active Department |
|---|---|---|
| XP & Leveling | [X]% | [DEPT] |
| Achievements | [X]% | [DEPT] |
| Quests | [X]% | [DEPT] |
| Leaderboards | [X]% | [DEPT] |
| Micro-Learning | [X]% | [DEPT] |
| Real-Time Chat | [X]% | [DEPT] |
Underutilized Features:
- [FEATURE]: Only [X]% adoption - Opportunity to increase value
Recommendation: [ACTION - e.g., "Let's create department-specific quests for Sales to boost Quest adoption from 35% to 60%+"]
Engagement Trends
Chart: DAU/WAU trend over 12 weeks (show graph if possible)
Key Observations:
- Peak engagement: Week of [DATE] ([X]% DAU) - Why? [EVENT/CAMPAIGN]
- Low engagement: Week of [DATE] ([X]% DAU) - Why? [HOLIDAY/ISSUE]
- Trend: [UPWARD/STABLE/DECLINING]
Top Performers (Leaderboard)
Top 5 Users by XP:
- [NAME] - [X] XP - [DEPT]
- [NAME] - [X] XP - [DEPT]
- [NAME] - [X] XP - [DEPT]
- [NAME] - [X] XP - [DEPT]
- [NAME] - [X] XP - [DEPT]
Top Performing Department: [DEPARTMENT] - [X]% engagement, [X] avg XP per user
Recognition Opportunity: Spotlight top performers in company newsletter or all-hands meeting.
3. Business Outcomes & ROI
Objective Completion
| Objective | Target | Achieved | Status |
|---|---|---|---|
| [OBJECTIVE 1] | [X] | [X] | ✅/⚠️/❌ |
| [OBJECTIVE 2] | [X] | [X] | ✅/⚠️/❌ |
| [OBJECTIVE 3] | [X] | [X] | ✅/⚠️/❌ |
Analysis: [INSIGHT]
Key Business Metrics
Training & Development:
| Metric | Before PulsePlus | Current | Change |
|---|---|---|---|
| Training Completion Rate | [X]% | [X]% | +[X]% |
| Avg Time to Complete Training | [X] days | [X] days | -[X]% |
| Certification Achievement | [X] | [X] | +[X] |
Engagement:
| Metric | Before | Current | Change |
|---|---|---|---|
| Engagement Score | [X]/100 | [X]/100 | +[X] points |
| Voluntary Turnover Rate | [X]% | [X]% | -[X]% |
Productivity (if measurable):
| Metric | Before | Current | Change |
|---|---|---|---|
| [METRIC - e.g., "Sales Quota Attainment"] | [X]% | [X]% | +[X]% |
ROI Calculation
Annual Investment: $[X]
Value Delivered:
- Turnover reduction: $[X] saved
- Training efficiency: $[X] saved
- Productivity gains: $[X] value
- Total Value: $[TOTAL]
ROI: [X]x return on investment
Payback Period: [X] months (already achieved ✅)
4. Customer Feedback
What's Working Well
Top Positive Feedback:
- "[QUOTE FROM USER/ADMIN]"
- "[QUOTE FROM USER/ADMIN]"
- "[QUOTE FROM USER/ADMIN]"
Most Loved Features:
- [FEATURE 1]: [REASON]
- [FEATURE 2]: [REASON]
Challenges & Pain Points
Reported Issues:
- [ISSUE 1]: [STATUS - e.g., "Resolved in v2.3"]
- [ISSUE 2]: [STATUS - e.g., "In progress, ETA Q[X]"]
- [ISSUE 3]: [STATUS - e.g., "Investigating"]
Feature Requests:
- [REQUEST 1]: [RESPONSE - e.g., "On roadmap for Q3"]
- [REQUEST 2]: [RESPONSE - e.g., "Already available in Admin settings"]
Action Items:
- [ ] Follow up on [ISSUE] by [DATE]
- [ ] Schedule training on [UNDERUTILIZED FEATURE]
- [ ] Investigate [REQUEST] feasibility
5. Roadmap & What's Next
Upcoming Product Features (Next 90 Days)
Q[NEXT] Releases:
- [FEATURE 1]: [DESCRIPTION] - Impact: [HOW IT HELPS CUSTOMER]
- [FEATURE 2]: [DESCRIPTION] - Impact: [HOW IT HELPS CUSTOMER]
- [FEATURE 3]: [DESCRIPTION] - Impact: [HOW IT HELPS CUSTOMER]
Beta Program: Would [CUSTOMER] like early access to [FEATURE]? Requirements: [X]
Recommended Expansions
Opportunity 1: Add [X] Users from [DEPARTMENT]
- Current: [X] users
- Proposed: [X] additional users
- Use case: [HOW THEY'D USE IT]
- Investment: $[X]/month
- Expected ROI: [BENEFIT]
Opportunity 2: Enable [PREMIUM FEATURE]
- Current plan: [PLAN]
- Upgrade to: [PLAN]
- New capabilities: [LIST]
- Investment: $[X]/month
- Expected ROI: [BENEFIT]
Opportunity 3: Expand to [NEW USE CASE]
- Current focus: [USE CASE 1]
- Expansion: [USE CASE 2]
- Example: [HOW IT WORKS]
- Implementation: [TIMELINE]
6. Action Items & Next Quarter Goals
Q[NEXT] Goals
Goal 1: [INCREASE ADOPTION]
- Target: [X]% DAU (from current [X]%)
- Actions:
- [ ] Launch manager activation campaign
- [ ] Create department-specific quests
- [ ] Run leaderboard competition with prizes
Goal 2: [EXPAND FEATURE USE]
- Target: [FEATURE] adoption from [X]% to [X]%
- Actions:
- [ ] Training session on [FEATURE]
- [ ] Create use case templates
- [ ] Highlight in company newsletter
Goal 3: [MEASURE BUSINESS IMPACT]
- Target: Document [X]% improvement in [METRIC]
- Actions:
- [ ] Baseline measurement
- [ ] Track over 90 days
- [ ] Report results in Q[X] QBR
Action Items
[YOUR COMPANY] (PulsePlus):
- [ ] [ACTION 1] - Owner: [NAME] - Due: [DATE]
- [ ] [ACTION 2] - Owner: [NAME] - Due: [DATE]
- [ ] [ACTION 3] - Owner: [NAME] - Due: [DATE]
[CUSTOMER COMPANY]:
- [ ] [ACTION 1] - Owner: [NAME] - Due: [DATE]
- [ ] [ACTION 2] - Owner: [NAME] - Due: [DATE]
- [ ] [ACTION 3] - Owner: [NAME] - Due: [DATE]
Next QBR
Date: [Q[X+1] TARGET DATE] Focus: Review Q[NEXT] goals, discuss expansion, plan for H[X]
Appendix
A: Detailed Engagement Data
[CHARTS, GRAPHS, DETAILED METRICS]
B: User Testimonials
"[QUOTE 1]" - [NAME, TITLE] "[QUOTE 2]" - [NAME, TITLE]
C: Support Ticket Summary
- Total tickets: [X]
- Avg resolution time: [X] hours
- CSAT for support: [X]/5
Prepared by: [YOUR CSM NAME] PulsePlus Customer SuccessEmail: [CSM EMAIL] Next Check-in: [DATE]