Lo qbr orchestrator

QBR Orchestrator

Manages the Quarterly Business Review lifecycle from scheduling through follow-up. Coordinates attendees, generates data-rich content, prepares the CSM, and tracks action items post-QBR. Part of the Lifecycle Orchestration pillar.

This is a coordination and content generation skill. It handles logistics and data assembly. The CSM leads the QBR itself -- framing the narrative, navigating the conversation, and making strategic recommendations. That is pure human territory.

When to Run

• Triggered: When a QBR is due based on the account's QBR cadence (typically quarterly, may vary by segment)
• Scheduled: 4 weeks before the target QBR date, the skill begins the preparation workflow
• On-demand: When a CSM requests QBR preparation for a specific account outside the regular cadence

QBR Preparation Workflow

T-28 Days: Initiate

1. Check QBR eligibility: account must be past onboarding (lifecycle stage = "Adopted" or later)
2. Propose 3 date/time options based on CSM and primary customer contact availability
3. Send scheduling request to customer with proposed times
4. Create QBR project record in CRM

T-21 Days: Confirm and Coordinate

1. Confirm date with customer (follow up if no response within 5 business days)
2. Identify recommended attendees:
   • From customer: primary contact, executive sponsor, key stakeholders based on QBR focus
   • From vendor: CSM, CSM manager (for strategic accounts), product specialist (if product discussion planned)
3. Send calendar invites to all confirmed attendees
4. Begin content assembly (see Content Generation below)

T-7 Days: Content Delivery

1. Generate the QBR content package (deck + briefing notes)
2. Deliver to CSM for review and customisation
3. Surface any new signals (risk, expansion, competitive) that have emerged since T-28
4. Generate the CSM's internal prep brief (different from the customer-facing deck)

T-0: QBR Day

1. Send reminder to all attendees (morning of, if meeting is afternoon; day before, if morning)
2. Ensure the CSM has the latest account brief
3. No agent involvement during the meeting -- this is fully human-led

T+1 to T+3: Follow-Up

1. Generate post-QBR summary from CSM's notes (CSM inputs notes; agent structures and distributes)
2. Create action items in CRM from the summary
3. Send follow-up email to customer with summary and action items (CSM reviews before send)
4. Set tracking triggers for each action item (due dates, owners)
5. Schedule the next QBR (add to the cadence calendar)

Content Generation

Customer-Facing QBR Deck

The agent generates a data-rich deck that the CSM then customises with narrative and strategic framing.

Deck structure:

Slide	Content Source	Agent vs. Human
Title	Account name, date, attendees	AGENT generates
Agenda	Standard QBR agenda with customisable sections	AGENT generates, HUMAN customises
Relationship Summary	Key contacts, engagement history, milestones since last QBR	AGENT generates from CRM data
Usage and Adoption	Usage metrics, trends, benchmark comparisons, feature adoption	AGENT generates from product analytics and bi-usage-monitor
Value Delivered	ROI metrics, outcomes achieved, workflow completions	AGENT generates from product analytics
Health Overview	Health score trend, component breakdown (customer-appropriate framing)	AGENT generates from bi-health-score (sanitised -- no internal risk language)
Support Summary	Ticket volume, resolution metrics, open items	AGENT generates from support platform
Roadmap Alignment	Upcoming product features relevant to customer's use case	AGENT generates from product roadmap data
Strategic Recommendations	Adoption expansion, use case deepening, risk mitigation	HUMAN writes -- this is the CSM's strategic contribution
Action Items	Agreed next steps from the QBR conversation	HUMAN captures during/after the QBR

CSM Internal Prep Brief

Separate from the customer deck. For the CSM's eyes only.

Content:

• Full account brief (from bi-account-brief, renewal context)
• Active risk signals with evidence (not for sharing with customer)
• Expansion signals with recommended framing
• Competitive intelligence (if any)
• Stakeholder dynamics: who will be in the room, their role, last engagement, known positions
• Suggested talking points and questions
• Landmines to avoid (open support issues, known frustrations, political sensitivities from CSM notes)

Output Format

QBR status record:

{
  "account_id": "string",
  "qbr_date": "2026-04-15",
  "status": "content_ready",
  "attendees_confirmed": ["Tom Chen (VP Eng)", "Sarah Kim (CFO)", "Jane Doe (CSM)", "Mike Ross (CS Manager)"],
  "deck_generated": true,
  "csm_review_complete": false,
  "prep_brief_generated": true,
  "follow_up_actions": [],
  "next_qbr_target": "2026-07-15"
}

Handoff to Human

Decision Point	Context Provided	What the Human Decides
Attendee selection	Stakeholder map, engagement history, QBR focus areas	Who should be in the room and why
Deck customisation	Data-populated deck, prep brief	Narrative framing, strategic recommendations, what to emphasise or downplay
Leading the QBR	Prep brief, latest signals	How to run the conversation, respond to questions, navigate difficult topics
Action item prioritisation	Action items captured during QBR	Which items to commit to, timelines, ownership
Follow-up email approval	Draft follow-up with summary and action items	Whether the tone, commitments, and framing are accurate

Confidence and Limitations

• High confidence for scheduling, content assembly, and follow-up tracking -- structured workflows
• Medium confidence for deck content quality -- data is accurate but narrative requires human curation
• Cannot generate strategic recommendations (Slide 9) -- this is the CSM's highest-value contribution
• Cannot assess whether the QBR was successful (requires human judgment on customer response)
• Cannot adapt in real-time during the QBR to unexpected topics or customer reactions

Dependencies

Required:

• CRM API (account data, contacts, activities)
• Calendar integration (scheduling, attendee coordination)
• Product analytics (usage data for deck content)
• bi-account-brief (prep brief generation)

Strongly recommended:

• bi-health-score (health data for deck)
• bi-usage-monitor (usage trends for deck)
• bi-risk-detector (risk signals for prep brief)
• bi-expansion-detector (expansion signals for prep brief)
• Document/deck generation capability

References

• references/qbr-templates.md -- Deck templates, agenda structures, and follow-up email formats