i-FM: How Compass Group transformed their Business Reviews into a key pillar of customer retention

Jess Kelly
March 19, 2025

Jason-Bendell (1)

"Quarterly Business Reviews (QBRs) are not just a meeting in the calendar. They are a fundamental pillar of customer retention, the number one opportunity for suppliers to showcase their value, and a crucial platform for shaping future partnerships. Yet, as recent research commissioned by Clientshare has shown, too many suppliers are failing to capitalise on this moment, putting their most valuable customer relationships at risk.

At Compass Group, we have a structured approach to QBRs that ensures they serve their true purpose of fostering collaboration, driving innovation, and strengthening long-term partnerships. We focus 20% of our QBRs on reviewing past performance and ensure that the bulk of the conversation, approximately 80%, is dedicated to looking forward. This approach keeps the dialogue fresh and future-looking, positioning us as proactive partners in our customers’ ongoing success."

 

 

 
 
 

 

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The QBR Frustration whitepaper front cover

Download our research whitepaper, 'The QBR Frustration'

We interviewed 100 senior leaders of B2B enterprises across the Logistics, FM, Contract Catering, IT, RPO and BPO sectors from the UK and US. The research reveals the failures of today's QBRs and highlights the urgent need for better business conversations. Learn more about where you can improve your QBRs to protect your margin and grow relationships with buyers today.