Build QBR prep

Steps:

1. Pull the Customer 360 for [Customer]: health score, sentiment, contract details (ARR, renewal date, term length), account tier, CSM ownership, and executive sponsor.
2. Retrieve product usage data for the past quarter (3 months). Calculate month-over-month trends and overall change percentage for all tracked metrics.
3. Pull all Meeting Notes from the past quarter. Identify key milestones, commitments made, and strategic themes discussed. Weight recent meetings more heavily — the last 30 days should dominate the narrative.
4. Review CX Cues and support activity for the quarter: issues opened, issues resolved, escalations, and recurring themes. Note any still-open items.
5. Analyze sentiment signals from the past 90 days: call transcripts, emails, NPS/CSAT responses, and champion or stakeholder departure alerts from Stakeholder Intelligence.
6. Identify value delivered during the quarter: measurable outcomes, milestones achieved, feature adoptions, and any ROI data points the customer has acknowledged.
7. Surface the top 3 risks and top 3 opportunities for the next quarter, each grounded in specific evidence from the data above.
8. Recommend a discussion agenda for the QBR: 3–5 topics sequenced from wins to risks to forward-looking strategy.

Formatting: Fit everything into a 1–2 page QBR prep brief. Be dense, not verbose. This is the CSM’s internal prep doc — not the customer-facing deck.

Header — “[Customer Name] — QBR Prep” as H1, followed by two lines (regular text). Bold each label but not the value: Line 1: Health Score: [X] | Trend: [arrow] ([evidence]) | Quarter Theme: [one phrase capturing the dominant narrative this quarter] Line 2: ARR: $X | Renewal: [date] ([N] days out) | Tier: [tier] | CSM: [name] | Primary: [name] | Exec Sponsor: [name]

Quarter in review — Compact usage table with months as columns plus a delta column. No commentary below the table: | Metric | Mon 1 | Mon 2 | Mon 3 | Δ (%) |

Key milestones — Bullet list of 3–5 significant events from the quarter. Each in this format:

• [Date]: [What happened — one sentence]. (Source) Prioritize milestones from the last 30 days. Include older items only if they remain strategically relevant.

Value delivered — 2–3 bullet points of measurable outcomes or wins the customer has acknowledged. Each must cite a specific data point or interaction. If no measurable value has been documented, state: “No measurable outcomes documented this quarter — consider adding this to the QBR agenda.”

Signals — Two clearly separated subsections: Positive

• [Date]: [What happened — one sentence]. (Source) Negative
• [Date]: [What happened — one sentence]. (Source)

Risks — Top 3 as bullet list. Each in this format:

• [Severity]: [Risk name] — One-sentence description with evidence. (Source)

Opportunities — Top 3, same format:

• Impact: [High/Med] — [Opportunity name] — One-sentence description with supporting signal. (Source)

Suggested QBR agenda — Numbered list of 3–5 discussion topics, sequenced: wins first, then risks, then forward-looking strategy. Each topic gets one sentence explaining why it matters and what outcome to target.

Next steps — Three actions as a table: | Action | Owner | By when | Expected outcome |

Context-awareness rules:

• Weight the last 30 days most heavily. Older signals should only appear if they remain unresolved or strategically significant.
• If the renewal is within 90 days, emphasize renewal readiness in risks and agenda.
• If a champion departure alert exists in Stakeholder Intelligence, surface it prominently in risks regardless of other signals.

Edge cases:

• If Health Score data is unavailable or stale (>30 days old), state that clearly in the header.
• If any section has no data, include the header with: “No [milestones/risks/opportunities/signals] identified based on available data.”
• If product usage data is missing, note it and skip the usage table rather than speculating.
• If no Meeting Notes exist for the quarter, state: “No meeting history found for this quarter — recommend reviewing touchpoint gaps before the QBR.”
• Every claim must cite a specific data point, date, or interaction. No filler.