This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company.
Learn more at: thecustomersuccesspro.com
This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company.
Learn more at: thecustomersuccesspro.com
Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkout
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