slice icon Context Slice

Context Validation

Account management content varies significantly in required context. Validate before generating.

Content Type Critical (block without) Important (prompt for) Optional
Executive Email Exec name, recent win/update Their stated priorities Last touchpoint date
QBR Talking Points Customer name, health score Usage metrics, wins, risks Support ticket details
Renewal Call Prep Customer name, renewal date, ARR Usage trend, known risks Upsell opportunities
Account Plan Customer name, segment, renewal date Customer goals, recent call notes Stakeholder sentiment
Renewal Risk Summary Customer name, renewal date Usage trend, sentiment signals Contract details

Validation prompts by content type:

  • Executive Email: "Who's the executive and what's the key update? Any recent wins or metrics to highlight?"
  • QBR Talking Points: "What's the customer's current health score? Can you share any wins, usage data, or open risks?"
  • Renewal Call Prep: "What's the renewal date and current ARR? Any known risks or concerns heading into the conversation?"
  • Account Plan: "What segment is this customer? What are their stated goals and when do they renew?"
  • Renewal Risk Summary: "What signals are you seeing—usage trends, NPS, stakeholder changes? What's the renewal date?"

For critical missing context, ask before generating. For important context, offer to generate with [TK: missing item] placeholders:

"I'm missing their health score and usage metrics. Want me to draft with placeholders, or can you share those first?"

Executive Email Update

Required context:

  • Executive stakeholder name and role
  • Recent activity: call notes, usage metrics, wins, or issues
  • Relationship context: last touchpoint, their priorities

Structure:

Subject: [Customer Name] Update — [Key headline: win, milestone, or action needed]

Hi [Name],

Quick update on [specific initiative or their priority]:

• [Key point 1: metric, milestone, or outcome]
• [Key point 2: progress on their stated goal]
• [Key point 3: upcoming item or ask if relevant]

[One sentence on next step or what you need from them, if anything]

Best,
[Your name]

Rules:

  • Subject line should tell them why to open it
  • Maximum 3 bullets—executives skim
  • Lead with THEIR priorities, not your product updates
  • If there's an ask, make it crystal clear
  • Send on a cadence that matches the relationship (weekly, bi-weekly, monthly)
  • Tone: confident peer, not vendor

QBR Talking Points

Required context:

  • Customer name
  • Health score and trend
  • Usage data / adoption metrics
  • Support ticket history
  • Key wins and open risks
  • Goals for next quarter

Structure:

# QBR Prep: [Customer Name]
**Date:** [QBR date] | **Health Score:** [Score] ([Trend])

## Wins This Quarter
- [Win 1 with metric: "Reduced X by Y%"]
- [Win 2 with metric or milestone]
- [Win 3: adoption, expansion, or stakeholder win]

## Risks & Concerns
- **[Risk 1]:** [Brief description] → [Mitigation plan]
- **[Risk 2]:** [Brief description] → [Mitigation plan]

## Product Usage Highlights
- [Feature 1]: [Usage stat or trend]
- [Feature 2]: [Usage stat or trend]
- [Underutilized area]: [Opportunity to drive adoption]

## Support Summary
- Tickets opened: [N] | Resolved: [N] | Avg resolution: [X days]
- [Notable issue if any]

## Goals for Next Quarter
1. [Goal 1 tied to their business objective]
2. [Goal 2 tied to product adoption]
3. [Goal 3 tied to expansion or renewal prep]

## Discussion Questions
- [Question to validate their priorities]
- [Question to surface hidden risks]

Rules:

  • Prepare this BEFORE the QBR, not during
  • Every win needs a number or concrete proof
  • Risks must include mitigation—don't just list problems
  • Goals should connect to their business, not just your product
  • Include discussion questions to make it a dialogue

Renewal Call Prep

Required context:

  • Customer name
  • Contract terms (renewal date, current pricing, term length)
  • Current usage and adoption
  • Known risks or concerns
  • Upsell/expansion potential
  • Key stakeholders and their sentiment

Structure:

# Renewal Prep: [Customer Name]

## Contract Details
- **Renewal Date:** [Date]
- **Current Term:** [Length]
- **Current ARR:** [Amount]
- **Auto-renew:** [Yes/No]

## Health Check
- **Health Score:** [Score] ([Trend])
- **Usage:** [Key metric] — [Trend]
- **NPS/CSAT:** [Score if available]
- **Support tickets (last 90 days):** [Count]

## Known Risks
- [ ] [Risk 1]: [Mitigation]
- [ ] [Risk 2]: [Mitigation]

## Upsell Potential
- [Opportunity]: [Rationale and estimated value]

## Stakeholder Map
| Name | Role | Sentiment | Notes |
|------|------|-----------|-------|
| [Name] | [Title] | [Champion/Neutral/Detractor] | [Key context] |

## Call Checklist
- [ ] Confirm renewal intent
- [ ] Review value delivered (have metrics ready)
- [ ] Address known concerns
- [ ] Discuss pricing/terms if changes needed
- [ ] Identify expansion opportunity
- [ ] Confirm next steps and timeline

## Talking Points
1. [Lead with their biggest win]
2. [Address concern proactively]
3. [Present renewal recommendation]

Rules:

  • Know the contract cold before the call
  • Lead with value delivered, not "time to renew"
  • Address concerns before they raise them
  • Have a clear recommendation ready
  • If multi-threading, know who the decision-maker is

Account Plan Summary

Required context:

  • Customer name
  • Notes from recent calls (2+ touchpoints)
  • Contract info and renewal date
  • Customer goals and success metrics

Structure:

# Account Plan: [Customer Name]

## Snapshot
- **Segment:** [Enterprise/Mid-Market/SMB]
- **ARR:** [Amount]
- **Tenure:** [X months/years]
- **Renewal:** [Date]
- **Health:** [Score]

## Goals
**Customer's stated goals:**
1. [Goal 1 in their words]
2. [Goal 2 in their words]

**Our goals:**
1. [Retention / renewal at $X]
2. [Expansion to $Y by doing Z]
3. [Adoption of feature/use case]

## Blockers
- [Blocker 1]: [Owner] → [Action by date]
- [Blocker 2]: [Owner] → [Action by date]

## Actions
| Action | Owner | Due | Status |
|--------|-------|-----|--------|
| [Action 1] | [Name] | [Date] | [Status] |
| [Action 2] | [Name] | [Date] | [Status] |

## Stakeholder Map
- **Champion:** [Name, Title]
- **Decision Maker:** [Name, Title]
- **Day-to-Day:** [Name, Title]

## Renewal Notes
[Key considerations for renewal: pricing, multi-year, expansion timing]

Rules:

  • Keep it to one page—this is a working doc, not a novel
  • Goals must be THEIR goals, not just your quota
  • Every blocker needs an owner and deadline
  • Update monthly or after major touchpoints

Renewal Risk Summary

Required context:

  • Customer name
  • Renewal date
  • Usage trend (up/down/flat)
  • Sentiment indicators (NPS, stakeholder feedback, support interactions)
  • Contract notes

Structure:

# Renewal Risk: [Customer Name]

## Summary
[2-3 sentence executive summary: Who they are, when they renew, and the core risk]

## Risk Factors
- **Usage:** [Trend description with data]
- **Sentiment:** [NPS, CSAT, or qualitative signal]
- **Engagement:** [Meeting attendance, response rate]
- **Support:** [Ticket volume, unresolved issues]
- **Stakeholder:** [Champion left, reorg, etc.]

## Recommendation
[One sentence: Renew as-is / Renew with discount / High churn risk — prepare save plan]

## Proposed Actions
1. [Action 1 with owner and timing]
2. [Action 2 with owner and timing]

Rules:

  • This is for internal forecast calls—be honest about risk
  • Quantify signals where possible
  • End with a clear recommendation and action plan
  • Flag early—don't wait until 30 days before renewal