Your 10-Second Acme Corp QBR
To build a complete QBR, I’ll need to gather:
Account Owner
Mark Ford
Last Customer Contact
Jan 2, 2026
Customer Segment
Mid-market tech
Primary Contacts:
Mary Hawkins, Ralph Micah, Jaclyn Alice
Primary Objectives:
Platform stability, streamlined hiring workflows, reliable contract management, and consistent billing experiences.
Total Interactions (Q4 2025)
24
Consistent engagement, especially around support and renewal
Response Time
Moderate
Most issues addressed within 24–48 hours
Active Topics
Renewals, Licensing, Reporting, Refunds
Mix of operational and renewal focus
Direction Mix
60% incoming, 40% outgoing
Customer-driven interactions
Renewal Momentum
Renewal (6 instances), Contract Request (2), Pricing (1)
Hi Clara, I still have not heard from the Sales department on our contract renewal.
Support Quality & Product Issues
Bug Report, Refund, How To, Feature Request
I keep getting an error message that says, "Export limit has been reached."; When will they be turned off and us be refunded?
Training & Adoption
Follow Up: On Us
When your new user is ready, please encourage them to attend an upcoming Admin training that we offer weekly.
Goal: Smooth contract renewal and access adjustments for new hires.
→ Outcome: Renewal processed, though some delays noted in communication.
Goal: Improve reporting module reliability
→ Outcome: Encountered export errors; support team provided guidance and follow-up.
Goal: Streamline refund and billing issue resolution.
→ Outcome: Refund of $389 processed successfully; positive acknowledgment by customer.
Goal: Team onboarding improvement.
→ Outcome: Training invitations provided; participation pending confirmation.
Contract copy and updated ToS delivery
Mark Ford / Sales
Pending
Export limit bug fix confirmation
Support
In progress
License reassignment follow-up
Secbase Admin / Mark Ford
Pending customer response
Admin training attendance verification
Customer / CSM
Open
Secbase’s sentiment through Q4 showed a neutral-to-cautiously positive trend. Early in the quarter, several support and billing frustrations were expressed, including refund and export limitations. During mid-quarter, dissatisfaction appeared linked to renewal communication delays (Hi Clara, I still have not heard from the Sales department on our contract renewal.).
However, toward the end of December, the tone shifted decisively upward as refunds were processed, renewal discussions advanced, and service responsiveness improved (Appreciate the quick turnaround.). The account currently appears stable with healthy renewal intent, pending execution of a few follow-up tasks.
Summary Outlook:
Secbase remains a high-engagement account with moderate satisfaction and strong renewal potential, assuming timely handling of open contract deliverables and continued improvement in product reliability and communication consistency.