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In this episode of The Customer Success Pro Podcast, Anika Zubair takes a deep dive into one of the most misunderstood tools in Customer Success: the Quarterly Business Review (QBR). Too often, QBRs turn into reporting sessions that fail to create impact or executive alignment.

She shares her 5-step framework to elevate your QBRs from tactical updates to strategic, revenue-focused discussions that executives actually care about. You’ll learn how to connect product outcomes to business value, align with executive priorities, and close each review with a clear call to action that opens commercial doors. The episode wraps up with a practical challenge for listeners to apply the framework and transform their next QBR into a partnership-driven session that drives growth.

Chapters

00:00 Welcome to The Customer Success Pro Podcast
03:14 Why Most Business Reviews Fall Flat
07:57 The Missed Opportunity in Every Business Review
10:15 Mistake #1 – Treating QBRs Like Usage Reports
12:36 Speaking the Executive Language: Revenue, Risk, and Efficiency
14:52 Mistake #2 – Talking At the Customer Instead of With Them
17:13 Mistake #3 – Ending Without a Clear Next Step
19:28 Turning Objections into Opportunities
21:41 The 5-Step Framework for Value-Led Business Reviews
35:42 Listener Challenge: Reframe Your Next QBR
37:41 Final Thoughts

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

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https://thecustomersuccesspro.com/resources

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https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event