The strategic opportunity in QBRs
Despite current challenges and frustrations, our research shows that improvements in QBRs can deliver better outcomes for suppliers. Most suppliers believe they can boost retention rates by enhancing their QBR processes. With 96% of buyers stating they are more likely to renew contracts when suppliers consistently communicate and show evidence of delivered results, it's clear that a refined QBR strategy is key to driving value.
Benefits of improving QBR processes
- Improved customer retention: 85% of suppliers see this as a key benefit.
- Stronger customer relationships: 79% highlight this as a critical gain.
- Increased commitment to QBR processes: 60% note greater engagement.
- Higher contract values through upselling/cross-selling: 48% expect improved outcomes.
- Greater focus on innovation: 42% show a growing appetite for proactive value delivery.
- Better collaboration around QBRs: 40% expect improved internal alignment.
- Time savings & increased efficiency: 40% highlight reduced preparation time.
- More value from customer interactions: 37% aim to enhance value delivery.
- Improved employee satisfaction: 36% see this as an additional benefit.
Perspectives from industry leaders
James Ward, CEO, Clientshare: "Suppliers who improve their QBR processes will see stronger customer retention and increased contract values. The right mindset, tools, and processes are essential."
Doug Jankiewicz, Managing Director, CBRE Global Workplace Solutions, EMEA: "A structured approach to QBRs has significantly improved our NPS scores and customer understanding. We're better positioned to meet client needs proactively."
Maggy Thorvardardottir, Director, Ricoh Global Services: "Improving end-to-end QBR processes drives internal efficiencies and stronger customer engagement. We now focus on delivering value-added, innovative solutions."
Jason Bendell, Partnership Retention Director, Compass Group: "QBRs should align with the customer's key business initiatives. This approach helps create meaningful engagement and fosters long-term partnerships."
Final thoughts
QBRs are not just formalities; they are strategic moments to deepen relationships, enhance value, and drive growth. As revealed in The QBR Frustration, refining QBR processes can lead to higher retention rates, stronger collaboration, and better business outcomes.
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