Automate monthly or quarterly account reviews

First, copy this template in Clay. 

If you’re already a user, you’ll be directed to your workspace. If not, you’ll be prompted to create a free Clay account.

The interactive demos on the right will walk you through each step of this Claybook. 

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Import account data 

You can import account data from anywhere: your CRM, a data warehouse, Gong, billing tools, support platforms (e.g. Intercom), or directly from Clay’s out-of-the-box enrichment. For example, we’re importing data from Salesforce, which stores most of our account information like subscription data, product usage stats, and Gong calls, and Snowflake. 

Need help figuring out what data to import for your account reviews? Here’s some inspiration: 

• Commercial summary: contract value (ARR/MRR), renewal date, expansion or contraction history, payment status or billing issues
• Product usage & engagement: logins / active users vs. licenses, key feature adoption (what are they actually using?), usage trends (flat, growing, or declining), last activity date or period of inactivity
• Support & satisfaction: support ticket volume / time to resolution, open/closed tickets, NPS / CSAT scores, escalations or major issues flagged
• Stakeholder health: who the key decision-makers and power users are, whether those people are still at the company, level of engagement (meeting attendance, feedback loops)
• Customer goals & success plans: what outcomes were promised or expected, progress toward those goals, documented success metrics (and whether they’re being hit)
• Renewal & expansion signals: license utilization (over or under), cross-sell / upsell opportunities, org changes, funding events, or tech stack shifts, intent data or buying signals (if available)‍
• Account notes & relationship context: internal notes from AMs/CSMs/sales, meeting summaries, previous challenges, wins, or executive sponsors

Step 3:

Customize account review inputs

Just because you import it, doesn’t mean you need to use it. For example, in this table, we import loads of account data from our CRM and Snowflake, but we only use the following: 

• Basic CRM record data: account name, record ID, account manager, etc. 
• Product usage: subscription plan, credit usage and pacing, ARR, days left on contract, one year credit limit, last 7-day usage, top use cases (extracted using an AI prompt)
• Product feedback: feedback, concerns, or suggestions extracted from Gong call transcripts 

Decide which inputs you want to use in your account review and which you don’t. In the next step, you’ll feed those inputs into

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Step 4:

Customize account review AI prompt

Next, customize the account review AI prompt to fit your business and needs. Currently, it’s using the inputs mentioned above to report on the overall health of the account, identify risks and opportunities, and spotlight product use cases and feedback.

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