Gartner reports: Quarterly Business Reviews (QBRs) and customer facing tools essential for revenue enablement

Maria Rangin
June 8, 2023

Woman gives Quarterly Business Reviews (QBRs)

It is time for B2B enterprises to move from sales enablement models towards revenue enablement, embracing digital transformation and understanding the true importance of fully utilising Quarterly Business Reviews (QBRs), customer facing tools and technologies. Gartner recently released a report on how to build a strategic revenue enablement roadmap to move your business towards this new best practice for rapid growth.  

Using digital tools as competitive differentiators has become increasingly common, however, making sure they are aligned and integrated across traditionally siloed functions such as marketing, sales and customer success is still a challenge for many.  

We particularly noticed a few areas of improvement that we recognise from our conversations with large B2B enterprises. 

Customer facing tools 

One key aspect of the revenue enablement model is to leverage QBRs effectively. Using other customer facing tools and activities such as NPS and CSAT measures are equally important, but do not work well as siloed actions, used by separate functions. As the Gartner report states, having shared tools and data for all revenue-generating teams is key to success. Combining QBRs, NPS and CSAT into one powerful tool that delivers data-driven insights and reports visible across all functions has proven invaluable to many B2B enterprises using Clientshare Pulse. 

Chris Wood from Incentive-FM says;

“It makes total sense to roll Pulse out across our entire business.” 

Mans hands gesture during Quarterly Business Reviews (QBRs)

The Quarterly Business Review

Especially, when it comes to uncovering accounts at risk, protect contract margins and identify new growth opportunities, the QBR is one of the most important activities to get right for B2B enterprises. Not only does it give you a great way to prove your value, innovation and outstanding customer service, but leveraged correctly, it is a perfect avenue to gain data and insights for all your revenue-generating teams. Using digital tools to optimise your QBR process, client experience and data transparency is a natural part of the digital transformation journey for any B2B enterprises. 

Alistair McVicar from CEVA comments; 

“We are now able to standardise the whole business reviews process and client feedback through Clientshare which has given us more control over our accounts and made it easier to pinpoint accounts that might need hypercare or are ready to grow.” 

A business sit and conduct Quarterly Business Reviews (QBRs)

Using tools and data across all revenue generating teams 

It’s common that Marketing run yearly NPS or CSAT surveys, usually driven to prove high results rather than incentivise action based on lower scores. If you combine QBRs with NPS and CSAT consistently, you will get data that is as powerful across all your revenue-generating teams. Instead of one-off surveys, often with low response rates, you will get consistent data and the opportunity to act in time to prevent potential churns or uncover problem accounts. Growth teams will have insights to protect contract margins at renewals and easily spot new growth opportunities. Marketing teams can easily identify useful trends and actively increase satisfaction and scores while getting proof content and continuous learning directly from the customers. It is a unique solution that is essential for any B2B enterprises serious about embracing revenue enablement and rapid growth. 

Dan Eckett from SEKO says; 

“Pulse helps us gather regular feedback and NPS to act quickly when needed, adding significant value.” 

 Quarterly Business Reviews (QBRs) stats on a screen

In their report, Gartner recommends working with customer facing tools and technologies such as Clientshare Pulse, which is currently used by 1-in-2 FTSE 100 companies. Want to know if it can help your revenue enablement too? Have a look at our introduction video below or let our team explain how our platform can work for your needs. 


Are you already convinced we could save you time and money on your Quarterly Business Reviews (QBRs)? Get in touch with our team.

QBR research whitepaper Clientshare

Download our research whitepaper, 'The QBR Delusion'

We interviewed hundreds of buyers of Logistics, FM, Contract Catering, IT, RPO and BPO services from the UK and US. The research uncovers an undeniable feeling among buyers that their suppliers need to start delivering better QBRs if they want to keep their business. Learn more about how your customers think you're losing out on key opportunities with them today.