AI first-draft renewal briefs (L1)
Before every renewal call the CSM pastes the account's last three tickets, last QBR notes, and usage summary into the sanctioned assistant and gets a one-page brief: what they bought, what they use, what is broken, what to ask. No integration, no automation, one shared prompt.
The steps
- 01
Write one renewal brief prompt
Tool: ChatGPT
Six fixed sections: contract summary, adoption signal, open issues, executive sponsor status, expansion angle, three questions to ask. Store it in the shared prompt library so every CSM uses the same skeleton. Owner: CS leader. Time: one afternoon. DoD: the prompt is in the library and linked from the renewal checklist.
- 02
Define the paste kit
Tool: Manual
Tell CSMs exactly what to paste: last three support tickets, last QBR notes, the usage export, and the renewal date. Garbage in produces a confident brief about nothing. Pitfall: pasting raw customer PII into an unsanctioned tool. Use the approved assistant only. DoD: the paste kit is one screenshot in the CS handbook.
- 03
Run it on the next ten renewals
Tool: Manual
Each CSM produces a brief for their next ten renewal calls and marks it useful or not useful in a shared sheet. You are measuring whether the brief changed a single question the CSM asked. Owner: each CSM. DoD: ten briefs scored, with one line on what the brief missed.
- 04
Fix the prompt from the misses
Tool: ChatGPT
Read the not useful rows. Most failures are missing input, not a weak model. Add the missing input to the paste kit or tighten the section that produced filler. Owner: CS leader. DoD: version two of the prompt is published with a changelog line.
Tools in this playbook
- ChatGPT
- Manual
Next playbooks
Unfamiliar terms are defined in the AI and Revenue Dictionary. Related frameworks live in the framework library.