When it comes to managing your IT services, one key aspect of the relationship with your Managed Service Provider (MSP) is the Quarterly Business Review (QBR) — or whatever your provider calls it. Whether it's called a Client Review, Service Review, or something else entirely, these meetings are supposed to be an essential touchpoint that ensures your needs are being met and that you’re getting the most out of your IT investment. However, the reality of these meetings is often very different from what you might expect.

In this guide, we’ll explore the different types of QBRs, the ugly truths that often accompany them, and why having intentional and well-structured meetings is crucial for a successful MSP relationship.

The Problem with QBRs

At CyberStreams, we keep things simple. We prefer to call our planning meetings IT Planning Meetings, or ITPMs for short. After all, why use jargon if you don’t need to? However, the term "Quarterly Business Review" (QBR) has become standard in the industry, and I’ve always had issues with it. The main problem is that it assumes all clients have the same communication needs. Not every business requires quarterly check-ins, and not every client needs a one-size-fits-all approach.

What’s more, the frequency and structure of QBRs can make or break the success of your relationship with your MSP. In my experience, there are three types of QBRs, and only one of them adds real value. Let’s break them down.

The Three Types of QBRs

1. MSP-Centric QBRs

This is the most common type of QBR you’ll likely encounter. As the name implies, these meetings are more about the MSP than they are about your business. The focus is usually on upselling additional services, sharing the latest product offerings, and telling you about changes that might impact your business.

The issue here is that these meetings are usually scheduled on the MSP’s terms—every quarter, because that’s what the MSP believes is needed to keep you in the loop. If you’re working with a private equity-backed MSP, this is likely the type of QBR you’ll experience. These meetings can feel more like a sales pitch than a productive discussion of your IT needs.

2. Duty-Driven QBRs

This type of QBR arises from the MSP’s desire to comply with industry standards. They know they should be having quarterly meetings with clients, so they schedule them, even though they may not know how to make the most of the time.

These meetings tend to be poorly planned, lack a clear agenda, and often devolve into an unproductive complaint session or a technical discussion about specific issues. If the meeting is not well-structured, it may fail to address your needs and result in a frustrating waste of time.

3. Client-Centric QBRs

Now we’re talking! This is the type of meeting you should be aiming for. In a Client-Centric QBR, the MSP puts your needs and goals first. The meeting is tailored to your business, with the frequency and agenda driven by what’s best for you.

A Client-Centric QBR has a clear intent, with a defined agenda that ensures value. At a minimum, it should include:

• Short-term and long-term business initiatives

• Budgetary planning and adjustments

• Updates on client-facing projects and any MSP-related changes

• Escalation of any issues to ensure nothing falls through the cracks

This type of QBR is purposeful, focused, and customized to your needs. It ensures that communication between you and your MSP is proactive, with the aim of solving problems and achieving business objectives.

Why Intentionality, Frequency, and Agendas Matter

Now that we've broken down the different types of QBRs, let's talk about how to make sure you're getting value out of these meetings.

1. Intentionality Matters

The most important takeaway from all of this is that your regular meetings with your MSP must be intentional. Don’t settle for a meeting that’s just checking a box or pushing sales. These meetings should have a clear purpose, focusing on your business goals and addressing any challenges you're facing. Ensure that the MSP’s agenda is aligned with your needs.

2. Frequency Matters

The frequency of your meetings should be determined by your business’s needs, not by the MSP’s internal schedule. If quarterly meetings are enough to meet your needs, that’s fine. But if you need more frequent check-ins, don’t hesitate to request them. Whether it’s monthly or bi-weekly, make sure that the cadence of your meetings matches the level of communication that will benefit your business.

3. Require an Agenda

One of the most important things you can do is require an agenda for each meeting. Don’t let your MSP schedule a meeting and then show up without a plan. Work with them to create a structured agenda that includes all the important topics that need to be addressed, and make sure you both have time to prepare for the discussion. A clear agenda ensures that the meeting is focused, productive, and valuable for both parties.

Conclusion

The Quarterly Business Review (QBR) is a critical element of your relationship with your MSP, but the term itself can be misleading. Not all QBRs are created equal, and the wrong kind can waste your time and fail to address your business’s true needs. The key is to ensure that your meetings are intentional, driven by your needs, and structured to deliver real value.

By focusing on intentionality, adjusting the frequency as necessary, and requiring a clear agenda, you can turn your QBRs from frustrating, unproductive sessions into powerful opportunities to align your IT strategy with your business goals. Don’t settle for a generic approach—demand a Client-Centric QBR that works for you.