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**The Decline of the QBR: Understanding Its Downfall | SaaStr**
In the world of SaaS (Software as a Service), the Quarterly Business Review (QBR) has long been a cornerstone of customer success strategies. For years, QBRs were seen as a critical touchpoint between SaaS providers and their customers, offering a structured opportunity to review progress, align on goals, and ensure mutual success. However, in recent years, the QBR has faced growing criticism and a noticeable decline in its effectiveness. Many SaaS companies are now rethinking or even abandoning the traditional QBR model in favor of more dynamic and customer-centric approaches. So, what led to the downfall of the QBR, and what does the future hold for customer success in SaaS? Let’s dive in.
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### **What is a QBR?**
A Quarterly Business Review is a formal meeting, typically held every three months, between a SaaS provider and its customer. The goal of the QBR is to assess the customer’s progress with the product, review key performance metrics, and discuss strategies for achieving future goals. Traditionally, QBRs have been seen as a way to strengthen the customer relationship, demonstrate value, and ensure retention.
However, while the concept of the QBR is sound in theory, its execution has often fallen short in practice. Over time, the QBR has become a rigid, one-size-fits-all process that fails to meet the evolving needs of modern SaaS customers.
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### **The Downfall of the QBR**
Several factors have contributed to the decline of the QBR as a staple of customer success. Here are the key reasons why this once-popular practice is losing its relevance:
#### **1. Lack of Personalization**
One of the biggest criticisms of QBRs is their lack of customization. Many SaaS companies rely on templated presentations and generic metrics that fail to address the unique needs and goals of individual customers. This cookie-cutter approach can make QBRs feel impersonal and irrelevant, leading to disengagement from customers.
#### **2. Time-Consuming and Inefficient**
QBRs are often seen as time-consuming, both for the SaaS provider and the customer. Preparing for a QBR can take hours or even days, requiring the collection and analysis of data, the creation of presentations, and the coordination of schedules. For customers, attending a lengthy QBR meeting can feel like a burden, especially if the content isn’t directly valuable to them.
#### **3. Misalignment with Customer Needs**
The traditional QBR model assumes that customers want to meet quarterly to review their progress. However, not all customers operate on the same timeline, and their needs may not align with a rigid quarterly schedule. Some customers may require more frequent check-ins, while others may prefer less frequent but more strategic discussions.
#### **4. Overemphasis on Retrospective Metrics**
QBRs often focus heavily on past
