Account Research

Communication History

• Total touches, last contact date, last contact type
• Pattern analysis: mostly calls? emails? dormant?
• Key themes from past conversations

Intel Highlights

• Recent news, expansions, awards
• Social media activity
• Industry developments affecting them

Open Items

• Pending tasks and their priorities
• Pinned notes from previous interactions

Recommended Next Action

• What to do (call, email, SMS)
• Why (data-driven reasoning)
• When (urgency level)

Key Principles

• Lead with data, not assumptions
• Reference specific metrics (score, revenue, reviews) — this shows credibility
• If the company has no communication history, frame it as an opportunity
• If the company is already a client, focus on retention and upsell context
• Always surface the CEO name — personalization matters