Recommend customer next steps

One clear next step per account, from product usage and what customers said.

When: Weekdays at 9:00
Needs: Metrics CRM
Better with: Email Web search Meeting notes Docs Team chat Tasks
Used by: Sales Customer success

Example output

Message

Northwind: Alex, ask whether another team needs access. Confirm the need before you talk upgrade.

Why now:

47 of 50 seats active, up from 35 a month ago, across three teams
The champion asked by email how to add the support team
No expansion conversation or task is open in the CRM

A reply asking about the support team's workflow and timing is ready to review.

Customize

What it needs to know about you

Which accounts should I cover?
Which opportunities come first?
Where should reps get their next steps?

Guardrails

What it won't do

Never sends outreach, creates tasks, or changes customer records without approval.
Never recommends an action without dated, linked evidence.
Doesn't read low usage as churn, or praise as a reason to buy.
Doesn't treat an anonymous review as a fact about an account.
Won't repeat a step someone already handled.

Related routines

Prepare a morning brief

The one thing that matters today, your meetings, and what's waiting on you.

Weekdays at 8:00

Your top priority today is the Brightfold renewal call at 14:00. They asked about seat pricing twice last week and the agenda is still empty.

Your meetings:

10:00 Team standup
11:30 Onboarding with Kettle & Co, first call since they signed
14:00 Brightfold renewal

Waiting on you:

Maya at Brightfold: "Can you send the updated quote before our call?"
Legal is waiting on your comments on the Orbit DPA (since Thursday)

Want me to draft the Brightfold quote email, put an agenda in the 14:00 invite, or summarize last month's Kettle & Co emails before 11:30?

Draft meeting follow-up emails

A recap email after every customer meeting, with next steps and owners.

After each meeting

To Tom Bakker, Kettle & Co

Recap of today's onboarding call

Hi Tom, thanks for the time today. To recap: you'll start with the support team in November, and we'll set up the Zendesk import this week.

Next steps:

We send the import checklist (me, Wednesday)
You confirm the five pilot users (you, Friday)

Nudge unanswered customer emails

A friendly nudge every few days until they reply, four at most.

Weekdays at 9:00

To Lisa de Wit, Orbit Legal

Re: Your quote

Hi Lisa, any questions on the quote I can answer? Happy to walk your IT lead through the SSO part if that helps.

Draft customer responses

A draft reply to every customer email, with how sure it is.

When a customer email arrives

To Jen Okafor, Harbor Coffee

Re: Switching to yearly billing

Hi Jen, yes, you can switch mid term. We'll credit the rest of this month and start the yearly plan on the 1st.

Want me to send the new invoice?