Customer Success QBRs: Why Customers Ignore Your Meeting Requests (And How to Fix It)

CLICK PLAY TO HEAR WHY YOUR CUSTOMER QBRS ARE BEING IGNORED AND HOW YOU CAN FIX IT:

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Here’s what you can expect from this episode:

Be honest—when’s the last time a customer actually wanted to be in your QBR? If you’re met with silence or ghosted by key stakeholders, you’re not alone, and you’re not the problem. The real issue? You’ve probably been taught to run QBRs all wrong. 

In this episode, I break down the painfully familiar QBR routine, reveal why it’s turning your meetings into calendar clutter, and hand you my stupid-simple 3-step framework to make QBRs a meeting your customers want to attend—executives included.

This isn’t another generic advice dump. I’ll share the exact strategies top CSMs use to turn QBR fatigue into strategic value for your customers, plus the #1 pro tip that gets even elusive execs to engage. Ready to ditch the QBR dread and become the trusted advisor your customers can’t wait to meet with? Hit play! I guarantee it’ll change the way you QBR, forever.

Topics covered on Customer Success QBRs:

• The exact reason customers ghost QBRs, even when you follow the usual process
• How to make your QBR invitation so irresistible, your customer wants to say yes and brings the right people with them
• The internal “mini-QBR” trick that will transform you from reactive CSM to strategic powerhouse
• Why using the default QBR template might be tanking your credibility and what to do instead
• The pro move for getting execs involved, even if they’ll never attend the full meeting
• My fave quick SWOT exercise that actually impresses customers (and your own leadership)

Resources Mentioned:

• Optimize your resume for Customer Success jobs to land consistent interviews: Watch the FREE Training here
•  Learn how to sell yourself as the best candidate and walk into your next Customer Success job interview with confidence: Watch the FREE Training here
•  Learn how to MASTER Behavioral Interviews: Watch the FREE Training her
•  Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me

Connect with Carly:

• Connect with me on LinkedIn 
• Email me at [email protected] 

Related Episodes:

• Episode 73: Borrow These Sales Tactics to Become a Standout CSM
• Episode 67: Beyond the Check-In: The Questions Top CSMs Use To Build Authority With Customers
• Episode 50:How Top CSMs Nail Customer Value
• Episode 39: From Invisible to Indispensable: A CSM's Guide to Impressing Leadership

More about Customer Success Career Coach:

Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join Carly and her guests as they spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – they’re diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, they’ve got the playbook for you. Every Wednesday, join Carly and her amazing guests as they dish out practical advice and real-life steps you can actually use. No fluff, just stuff you can apply ASAP to score that dream job, snag that promotion, or become the team rockstar.