Personalising your Quarterly Business Reviews (QBRs) is not just a matter of tailoring content to suit individual clients; it’s a strategic approach that fosters stronger, more collaborative partnerships. When QBRs are customised, they reflect a deeper commitment to understanding and addressing the unique needs and goals of each client, which is essential for building trust and driving mutual success.
Why personalisation is essential in QBRs
74% of buyers of services in the Logistics, FM, Contract Catering, RPO, BPO and IT Services industries, report that suppliers are missing out on key opportunities due to poor QBRs. A lack of evidence surrounding value and innovation has also led to 82% of these buyers cancelling contracts. Customising Business Reviews allows businesses to move beyond generic presentations and deliver insights that are highly relevant to each client’s specific circumstances.
Taking a more personalised approach allows businesses to move beyond generic presentations and deliver insights that are highly relevant to each client’s specific circumstances. This then demonstrates a thorough understanding of your client’s challenges and aspirations, positioning your company as a dedicated partner invested in their success.
With this in mind, here are three key ways you can personalise your QBRs:
Customise the agenda: Don’t have a one-size-fits-all document. Instead, take the time to understand the client’s current needs, recent achievements, and future plans. Take your QBR template and prioritise the topics that matter most to them, and prove you’re attuned to their business goals and committed to addressing any concerns.
Leverage data & metrics meaningfully: While data is an essential part of QBRs, personalisation comes from how you present and interpret it. Contextualise performance metrics to align with the client’s specific goals, and provide actionable insights. Highlight their successes and pinpoint areas for potential growth, demonstrating you have a keen understanding of their business.
Encourage collaborative dialogue: Position your QBRs as an opportunity for dynamic conversation. Actively involve the client in discussions, seeking their feedback and suggestions. This approach not only values their input but also fosters a sense of shared purpose and partnership, making the review a more engaging and valuable experience.
The role of Clientshare Pulse in personalising QBRs
Clientshare has changed how businesses conduct QBRs and made it easier to create consistent, personalised reviews. A digital approach through Pulse, the world’s leading Business Reviews platform, allows for a more tailored approach to client engagement through:
Enhanced data analysis: Through integration with CRM and data analytics tools, Pulse provides comprehensive, real-time insights. This allows for a more nuanced understanding of each client’s performance metrics and a more precise alignment with their specific objectives.
Detailed reports & dashboards: Pulse collects client scores and feedback into dashboards that highlight the relevant metrics and insights for each customer. These can be reviewed to understand the client’s priorities more clearly, and present data in a format that is accessible and actionable.
Streamlined collaboration: With the opportunity to request a follow-up from your senior leadership directly, Pulse facilitates easier and more effective communication. Clients are actively engaged in the review process, enhancing the sense of collaboration and leading the way to better business conversations.
Customised reviews: Reviews sent from Pulse can be built to match your company’s brand. This is reflected when setting up your company’s colour scheme, all the way through to the unique questions you can ask based on your unique values.
Direct communication: A Pulse review can be sent to a large audience with ease, allowing you to communicate with all your key stakeholders. Not only will they be kept up to date with how your partnership is progressing, they have the opportunity to hear from, and respond to, your senior leaders directly.
Final thoughts
Incorporating digital processes into your regular review strategy not only enhances the personalisation of each review but also strengthens client relationships, drives better business conversations, and delivers a more engaging and impactful CX experience. By embracing digitisation, you position your company as forward-thinking and committed to delivering a world-class review experience.
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