How to Introduce Usivity in a QBR

Why the QBR Is the Right Moment

Most customers use Usivity quietly. They customize their views, reduce their ticket submissions, and stop asking for changes, without ever connecting those behaviors to the product you gave them. The QBR is where you close that loop. Done well, it turns a product feature into a business outcome.

Pre-Meeting Checklist

Pull Usivity engagement metrics for the account: customizations created, features used, active users. Pull your pre-launch support ticket baseline for before/after comparison. Identify one or two specific customizations this account has already built, because showing customers their own work is more compelling than a generic demo. Prepare a 90-second live demo tied to a real complaint they have logged. Know your renewal date and current health score before you walk in.

The Results Frame

Use when you have strong metrics: 'I want to spend 10 minutes on something we have been seeing real movement on. Since we turned on Usivity for your team, I have been watching your support ticket volume and I want to walk you through what we are seeing.'

The New Capability Frame

Use when adoption has been low: 'I want to show you something your team has access to that I do not think you have had a chance to fully explore yet. It addresses the type of request that tends to pile up in our backlog conversations.'

The Specific Problem Frame

Use when there is a specific logged complaint: 'Remember the column reordering request your team submitted six months ago? I want to show you what happened with it, not through engineering, but through something we built specifically for this type of problem.'

The Data Slide: Four Metrics That Make the Case

Customizations created: total configurations your users have saved, showing adoption and active engagement. UI support tickets before vs. after: your single strongest metric. A visible drop is direct proof of deflection. Feature requests submitted this quarter vs. the same period before Usivity: fewer requests means the backlog is getting lighter. Users who have made at least one customization: engagement breadth showing team-level behavior change.

The Live Demo: Three Steps

Step 1: open the actual account in the product, not a sandbox. Their live environment. Step 2: reference a real request or complaint they logged by name. Show that what they asked for is solvable right now without a ticket. Step 3: let someone in the room try it themselves. The first thing a user does on their own is always more memorable than anything you show them.

The Ask: Four Paths Forward

Expand to additional teams or business units using the QBR data as proof. Get a quote or case study participation. A QBR where the customer is nodding at your data is the right moment. Schedule 30 minutes with their power users to generate insights and testimonials. Formalize Usivity in renewal terms if it was a pilot or add-on.