Although the overwhelming majority of Managed Print providers would agree that quarterly business reviews are a critical part of their recurring revenue model, too few are actually completed on a regular basis.
“Failing to prepare is preparing to fail.”
Depending on the size, scope and complexity of the client environment you’re managing, your QBR strategy may differ slightly by client. In general, most customers will expect you to provide them with a fresh mix of quantitative and qualitative data in a manner that’s easy for them to see that you’re in fact adding the value you promised to their organization.
To help you prepare for an effective QBR, here’s a checklist of five things we see the top MPS salespeople do in advance to prepare themselves for success.
QBR Preparation Checklist
- Review the Customer’s Website - Here you’re looking for recent changes or new corporate initiatives. Recent press releases and social channel activity will most likely provide you with what you need to be up to date on most clients.
- Preview Individual Social Channels - By reviewing the social media channels of the person or people you’re meeting with, you’ll learn what’s top of mind to them. This information could come in handy during your meeting.
- Interview Vocal Users and Key Operators - Take the time to collect some qualitative feedback on your MPS program from internal sources so you aren’t caught off guard by negative comments and can share any positive feedback received from key people within the organization.
- Send an Agenda in Advance - Although your agenda may not differ too much in structure from quarter to quarter, most customers appreciate knowing what you want to cover in advance of your meeting. It also gives you the opportunity to talk to your customer about preparing for areas their input is required as well.
- Speak with Your Service Technician - Ask them to share what they see as successes and opportunities for improvement within the account. Just a quick conversation with your technician can provide you with equipment and end user insight you simply can’t get with your data collection software.
- Review Your Last QBR - Brief yourself on what you discussed during your last meeting and review what commitments you may have made. Chances are, your last QBR documentation will be what your customer is reviewing in advance as well.
As the old adage suggests, “failing to prepare is preparing to fail.” Perhaps now is the time to review your QBR strategy to make sure you are showcasing the contribution you’re making to your customer’s business each and every quarter!