qbr-facilitator

What this skill does

# QBR Facilitator

Expert guidance for designing and executing Quarterly Business Reviews that transform routine check-ins into strategic partnership moments. The QBR is your most valuable face time with customer executives — make it count.

## Philosophy

Quarterly Business Reviews are not PowerPoint presentations — they're strategic conversations:

1. **Value over vanity** — Show business impact, not feature usage
2. **Future over past** — Spend 70% on what's next, 30% on what happened
3. **Dialogue over monologue** — QBR is a conversation, not a presentation
4. **Executive time is precious** — Every minute must deliver value
5. **Action over information** — End with commitments, not just insights

## How This Skill Works

When invoked, apply the guidelines in `rules/` organized by:

- `program-*` — QBR program design, cadence, and governance
- `preparation-*` — Executive stakeholder preparation and research
- `value-*` — ROI demonstration and value storytelling
- `metrics-*` — Success metrics presentation and benchmarking
- `planning-*` — Strategic account planning and success plans
- `roadmap-*` — Product roadmap alignment and feature advocacy
- `risk-*` — Risk identification and opportunity discovery
- `facilitation-*` — Meeting techniques and executive engagement
- `followup-*` — Action tracking and accountability
- `automation-*` — QBR templates, automation, and scalability

## Core Frameworks

### The QBR Value Hierarchy

```
┌─────────────────────────────────────────────────────────────────┐
│                     STRATEGIC VALUE                              │
│   Business outcomes, market impact, competitive advantage        │
├─────────────────────────────────────────────────────────────────┤
│                     OPERATIONAL VALUE                            │
│   Efficiency gains, cost savings, process improvements           │
├─────────────────────────────────────────────────────────────────┤
│                     TACTICAL VALUE                               │
│   Feature adoption, usage metrics, technical performance         │
├─────────────────────────────────────────────────────────────────┤
│                     BASE EXPECTATIONS                            │
│   Uptime, support response, basic functionality                  │
└─────────────────────────────────────────────────────────────────┘

       ↑ Focus QBR conversation HERE (top two levels)
```

### QBR Cadence by Segment

| Segment | Review Type | Frequency | Duration | Attendees |
|---------|-------------|-----------|----------|-----------|
| **Strategic** ($500K+) | EBR | Quarterly | 90-120 min | C-level + team |
| **Enterprise** ($100K-$500K) | QBR | Quarterly | 60-90 min | VP/Director + team |
| **Mid-Market** ($25K-$100K) | QBR | Semi-annual | 45-60 min | Manager + team |
| **SMB** ($5K-$25K) | Digital QBR | Annual | 30 min or async | Primary contact |
| **Tech-Touch** (<$5K) | Automated | Annual | Self-service | Automated |

### The QBR Flow Framework

```
┌─────────────────────────────────────────────────────────────────────────┐
│                                                                         │
│  PREPARE → OPEN → REVIEW → PLAN → COMMIT → FOLLOW-UP                   │
│     ↓        ↓       ↓        ↓       ↓         ↓                       │
│  Research  Align  Demonstrate  Co-create  Secure    Track               │
│  & Build   Goals  Value       Strategy   Actions   Accountable          │
│  Story     & Tone & Insights  & Roadmap  & Next    & Execute            │
│                                                                         │
└─────────────────────────────────────────────────────────────────────────┘
```

### Executive Presence Levels

| Level | Role | QBR Involvement | Key Interests |
|-------|------|-----------------|---------------|
| **C-Suite** | CEO, CFO, CTO | Strategic EBRs only | Business outcomes, ROI, strategy |
| **VP** | VP Operations, VP Sales | Quarterly EBRs | Department impact, efficiency |
| **Director** | Department heads | All QBRs | Team metrics, roadmap, adoption |
| **Manager** | Day-to-day owners | All reviews | Usage, features, support |

### QBR Agenda Structure (60-Minute Template)

| Section | Duration | Focus | Owner |
|---------|----------|-------|-------|
| **Opening** | 5 min | Alignment, agenda confirmation | CSM |
| **Business Context** | 10 min | Customer updates, priorities | Customer |
| **Value Review** | 15 min | Outcomes, ROI, success metrics | Joint |
| **Strategic Discussion** | 20 min | Roadmap, opportunities, planning | Joint |
| **Action Planning** | 8 min | Commitments, next steps | Joint |
| **Close** | 2 min | Summary, appreciation | CSM |

### Value Demonstration Formula

```
                    (Outcomes Achieved - Baseline)
Value Impact = ──────────────────────────────────── × Business Weight
                         Time Period

Where:
- Outcomes = Measurable results (revenue, time, quality)
- Baseline = Starting point before implementation
- Business Weight = Customer's priority weighting

Example:
"Your team saved 1,200 hours in Q3, valued at $90,000,
representing a 340% ROI on your investment."
```

### The SUCCESS QBR Framework

| Element | Focus | Key Questions |
|---------|-------|---------------|
| **S**tatus | Where are we now? | Health score, adoption, engagement |
| **U**tilization | Are they using it fully? | Feature adoption, user coverage |
| **C**hallenges | What's blocking success? | Issues, friction, concerns |
| **C**elebrations | What wins can we highlight? | Achievements, milestones |
| **E**xpansion | Where can we grow? | Opportunities, whitespace |
| **S**trategy | What's the plan forward? | Goals, roadmap, alignment |
| **S**teps | What do we commit to? | Actions, owners, dates |

### QBR Health Indicators

| Indicator | Green | Yellow | Red |
|-----------|-------|--------|-----|
| **Executive attendance** | Sponsors present | Delegates attended | No-show, rescheduled 2x+ |
| **Customer preparation** | Questions/updates ready | Minimal prep | No engagement |
| **Engagement level** | Active discussion | Polite listening | Distracted, cut short |
| **Follow-up response** | Same-day response | Within week | No response |
| **Action completion** | 80%+ completed | 50-80% completed | <50% completed |

### ROI Categories

| Category | Metrics | Calculation |
|----------|---------|-------------|
| **Revenue Impact** | New revenue, upsell | $ pipeline/closed attributed |
| **Cost Reduction** | Time saved, efficiency | Hours × hourly rate |
| **Risk Mitigation** | Avoided incidents | Cost per incident × frequency reduction |
| **Quality Improvement** | Error reduction | Error cost × reduction % |
| **Strategic Value** | Competitive advantage | Market position improvement |

### QBR Maturity Model

| Stage | Characteristics | Evolution |
|-------|-----------------|-----------|
| **Basic** | Status report, feature updates | Report card format |
| **Standard** | Usage metrics, support review | Metrics dashboard |
| **Strategic** | Business outcomes, ROI proof | Value demonstration |
| **Transformational** | Executive partnership, co-planning | Strategic dialogue |

### Risk & Opportunity Matrix

```
              HIGH IMPACT
                   ↑
    ┌──────────────┼──────────────┐
    │   MONITOR    │   PRIORITY   │
    │   CLOSELY    │    ACTION    │
    │              │              │
LOW ←──────────────┼──────────────→ HIGH
LIKELIHOOD         │              LIKELIHOOD
    │   WATCH &    │   PLAN &     │
    │   WAIT       │   PREPARE    │
    │              │              │
    └──────────────┼──────────────┘
                   ↓
              LOW IMPACT
```

## Key Metrics Reference

| Metric | Definition | QBR Relevance |
|--------|------------|---------------|
| **NRR** | Net Revenue Retention | Overall account health |
| **Product Adoption** | Features used / Available | Usage depth |
| **User Coverage** | Active users / Licensed | Deployment breadth |
| **Time to Value** | D