This Action Items Template is designed for Customer Success Managers, support managers, and account managers to efficiently capture and track critical tasks from client interactions. It ensures that valuable insights and commitments from check-ins, QBRs, and escalation calls are documented, preventing churn risk and improving client satisfaction.
Meeting Information
QBR, Client Check-in, Escalation Call, Onboarding, Renewal Discussion
Specify the type of client interaction.Acme Corp.
Enter the name of the client.2024-07-23 10:00 AM PST
Record the date and time of the meeting.John Doe (CSM), Jane Smith (Client VP), Alex Chen (Client PM)
List all participants from both your team and the client.Key Discussion Points & Context
Green/Yellow/Red, based on recent product usage and sentiment.
Summarize the current health status of the client.Product adoption challenges, upcoming feature requests, contract renewal terms.
Outline the main subjects covered during the meeting.High (churn risk), Medium (feature request), Low (general feedback)
Assess the overall urgency and potential impact of the discussion.Action Items - Client
Provide updated user list for license adjustment.
Describe the specific task the client needs to complete.Jane Smith
Identify the individual at the client organization responsible for the action.2024-07-30
Set a realistic deadline for the client's action.Open, In Progress, Completed, Blocked
Track the current state of the client's action item.Action Items - Internal (CS Team)
Schedule follow-up with product team regarding integration request.
Detail the specific task your internal team needs to complete.John Doe (CSM)
Identify the internal team member responsible for the action.2024-07-26
Set a realistic deadline for the internal team's action.Open, In Progress, Completed, Blocked
Track the current state of the internal action item.Follow-up & Next Steps
Send meeting summary email, update CRM with action items, schedule next QBR.
Outline immediate follow-up tasks after the meeting.Yes/No, Date: 2024-08-20
Indicate if the next meeting has been scheduled and its date.Positive and engaged, concerned about pricing, neutral.
Capture the client's overall mood and sentiment at the end of the call.How to Use This Template
- Open the Action Items Template in CraftNote before your client interaction begins.
- Use the 'Meeting Information' section to quickly log key details like client name and meeting type.
- As discussion points arise, quickly jot down client and internal action items in their respective sections, assigning owners and due dates.
- Utilize CraftNote's tagging feature to categorize action items (e.g., #ChurnRisk, #FeatureRequest, #Renewal).
- After the call, review and finalize all action items, then export or integrate with your CRM to ensure all stakeholders are informed and tasks are tracked.
Customization Tips
- Add a 'Product Feedback' section to capture specific client requests or bug reports during product feedback sessions, linking directly to your product management tools.
- Create a 'Risk Level' field within the 'Key Discussion Points' section for escalation calls to categorize the severity of the issue (e.g., Critical, High, Medium, Low).
- Integrate specific fields for 'Renewal Date' and 'Contract Value' into the 'Meeting Information' section for renewal discussions, enabling quick access to crucial financial data.