QBR

Quarterly Business Review. A structured meeting between the MSP and a client, held every 90 days, to review service performance, discuss upcoming initiatives, and strengthen the business relationship. A well-run QBR covers service desk metrics, security posture, project status, and a forward-looking investment recommendation. QBRs are the highest-leverage client retention activity an MSP can run — operators who skip them consistently report higher churn than those who run them on schedule.

Typical agenda

Quarter in review (metrics), security posture update, project status, upcoming initiatives, investment recommendation, client feedback.

Frequency

Quarterly for fully managed clients. Semi-annual for co-managed. Annual for very small accounts.

Why it matters

QBRs are where you catch dissatisfied clients before they start looking at competitors. They are also the best venue for upselling additional services.