Start the customer meeting where the last one ended.

Build the brief around continuity

The customer should not have to repeat their story. Start with the last meaningful conversation, what changed afterward, what remains open, and why this meeting is happening now.

What to include

People

Know who is attending, their role in the relationship, and the context of previous interactions. Avoid turning the brief into a generic profile.

Recent decisions and promises

Bring forward the items that affect today’s discussion, including commitments made by your team and by the customer.

Relevant activity

Include product usage, support issues, documents, emails, or project movement only when it changes the conversation.

Open questions

List what needs clarification. The best brief helps the user know what to ask, not merely what happened.

A meeting brief should reduce the time spent reconstructing context and increase the time available for judgment.

Keep it concise

A brief should be scannable immediately before the call. Link to deeper sources rather than pasting entire transcripts or account histories. After the meeting, update the same continuity thread with confirmed decisions and reviewed actions.

See the complete workflow for customer-success meetings.