5 ways MSPs can use QBRs to build stronger and more lucrative client relationships

We’ve all been there. 

Sometimes you’re waist-deep in cloud integration or network monitoring and you forget the human side of your MSP. 

You know you need to have regular communication with clients, but it’s a long game.

This is where the QBR comes in. It’s a powerful touchpoint that keeps the conversation going and naturally builds trust over time. 

Showing up on the radar and providing value — that’s what turns clients into long-term partners.

Here are five key strategies to turn that QBR from a technical status update into a strategic business conversation (and turn you from “IT help desk” into “IT guru.”)

1. Speak business outcomes, not tech jargon

If your QBRs are all about the data, you’re missing a huge opportunity. It’s time to show, not tell. 

We already know you speak fluent tech. But it’s time to get bilingual, baby. Your client speaks money and risk — and so should you.

Sure, your client cares that you quickly solve issues and keep the ticket count low. But what they really want to know is how you help them grow and protect their business.

Rattling off ticket counts, backups and response times will bore your clients to tears. But watch their eyes light up as you show how your cybersecurity efforts prevented an attack or how your services reduced employee downtime.

2. Use data to upsell like a pro

Use the QBR to highlight trends you’ve noticed within their business and industry. Are you seeing an uptick in certain types of threats? That’s an opportunity to propose additional security services. 

Are they running out of storage? It might be time to discuss a scalable cloud solution. 

Level up by addressing client needs before the client realizes they exist. A proactive QBR could make a huge difference for your client — and your MRR. 

3. Ditch cookie-cutter agendas and get personal

No two clients are the same. That means you can’t use the same QBR script for every client. 

Do your homework. Dive into each customer’s industry and try to understand their unique pain points. Then you can prepare an agenda aimed at their current challenges. 

What tech trends are coming their way? 

How will these shifts impact their business? 

For example, your healthcare client’s QBR might focus on HIPAA compliance and keeping patient data safe. 

Your finance client might want to talk about recent legislative changes or how to minimize operational risks.

A personalized agenda doesn’t just make your meeting more engaging for everyone. It shows you’re truly invested in their business.

4. Turn snoozefests into strategy sessions

Picture this: your client dials in expecting the usual dry update. Yawn. But you? You’ve got your IT superhero cape on, ready to turn this QBR into a big-picture, game-changing strategy sesh.

How do you pull that off?

By shifting from “tech support” mode to “trusted advisor” mode. You’re not just managing their IT — you’re helping them steer the ship.

Here’s how to structure your next QBR to blow them away:

• Recap recent wins and their business impact
• Share the roadmap for upcoming initiatives and how they help advance your client’s goals
• Highlight recent cybersecurity implementations (bonus if you can show how you blocked a real threat!)

The old, boring QBR is dead. So shed a tear and sprinkle some dirt. 

And raise a glass to the new QBR — a tool that helps you secure long-term clients, boost your MRR and set yourself apart from the competition.

5. Build trust with regular check-ins

There’s no place like the QBR to bring up any housekeeping initiatives or work on any issues the client might have — in real time. 

This proactive cooperation and transparency leads to trust, which opens doors for upselling and more MRR.

The QBR is also a chance to show your customers that you’re not just twiddling your thumbs in between fires. You’re working behind the scenes to keep systems optimized and prevent breaches. Repeat after us: I am a tech warrior. The QBR is my arena.

Make QBRs legendary with Zorus

If you’re ready to take your QBRs from okayness to greatness, Zorus Filtering with CyberSight™ can help. 

Our advanced cybersecurity solutions help you get eyes on everything happening in your clients’ accounts. We provide deep insights, like which tools are underutilized and which users are showing early signs of burnout or risky behavior.

What does that mean for you? Happy clients, less churn and more MRR.
Are you ready to take your QBRs to the next level? Download our free customizable template and make your next meeting more productive and lucrative.

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