Client Management

Quarterly business review checklist

Prepare, run and follow up a quarterly business review (QBR) with a client: pull the quarter's results, check relationship health, plan next quarter and send the summary. The variants below include a QBR agenda.

QBR agenda template

Edit the placeholders, then copy the text into your invite or download it. Times add up to 60 minutes.

Edit QBR agenda template

QUARTERLY BUSINESS REVIEW: [Client] / [Quarter]
Date: [Date]   Length: 60 minutes   Attendees: [Client decision-maker, day-to-day contact; agency account lead, delivery lead]

PREPARATION (one week before)
- Pull the quarter's results against the KPIs agreed at onboarding
- Note what shipped, what slipped and why
- Check budget used vs plan and any out-of-scope requests
- Prepare one recommendation for next quarter, with cost and expected effect
- Send this agenda and the results summary 2 days before the meeting

AGENDA
[5 min] Welcome and check-in
  Talking point: any changes in their business, team or priorities since last quarter?
[15 min] Results review
  Talking points: KPI results vs target, what was delivered, what we learned
[10 min] What worked and what to change
  Talking points: process, communication, turnaround times
[10 min] Client feedback
  Ask: "On a scale of 1-10, how happy are you with the work and the relationship? What would make it a 10?"
[10 min] Goals and priorities for next quarter
  Talking points: their targets, launches and constraints for the next 90 days
[5 min] Recommendation
  Present one proposal: scope, cost, expected result
[5 min] Decisions and next steps
  Confirm owners and dates for every action

DECISIONS
- [Decision] / Owner: [Name] / Date: [Date]
- [Decision] / Owner: [Name] / Date: [Date]

FOLLOW-UP (within 48 hours)
- Send the summary: results, decisions, actions with owners and dates
- Update the scope or plan in the project workspace
- Send a proposal or change order if a recommendation was accepted
- Put the next QBR in the calendar
- Record the satisfaction score and any risk to the account

Edits stay in this page until you leave. Download a copy before closing.

Example: a QBR timeline

A hypothetical schedule for a QBR held on the second Thursday after quarter end.

7 days beforePull KPI results, delivery log and budget use. Draft one recommendation for next quarter.
2 days beforeSend the agenda and a one-page results summary so the client arrives prepared.
MeetingRun the 60-minute agenda. Record decisions with owners and dates as you go.
Within 48 hoursSend the summary and any proposal or change order. Update the plan and book the next QBR.

How to use it, and its limits

The checklist at the top covers the whole QBR cycle; the agenda below it is for the meeting itself.
Keep the results section to the KPIs agreed at onboarding, so the conversation is about outcomes rather than activity.
Progress is saved in this browser. Use Print to bring a paper copy to the meeting.

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Frequently asked questions

How often should we conduct QBRs?

Quarterly is standard for most agency-client relationships. High-value or complex accounts may warrant monthly reviews. Smaller accounts can do biannual reviews.

What if the client doesn't want to do QBRs?

Pitch the QBR as the place to agree next quarter's priorities, not a status report. Keep it short (30-45 minutes for smaller accounts) and send the results summary in advance.

How do we handle a QBR when results are poor?

Be transparent. Present the data honestly, explain what happened, and lead with your improvement plan. Clients respect honesty and proactive problem-solving.

Who should attend the QBR from the client side?

Ideally your day-to-day contact plus their manager or a decision maker. Having a senior stakeholder in the room helps with buy-in for new initiatives.

How long should a QBR meeting be?

Plan for 60 minutes. Use the first 30 for performance review and the second 30 for strategy and discussion. Adjust based on account complexity.

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