Customer Account Deep Dive
Generate comprehensive account analyses from CRM data, usage patterns, and conversation history to drive retention and expansion.
Your biggest customer's renewal is in 30 days and you don't know their usage trends, support history, or expansion potential. The data exists across Salesforce, Intercom, and your product analytics — but nobody has synthesized it into a single account view.
Who it's for: customer success managers preparing for renewal and expansion conversations, account executives building account plans for strategic customers, sales leaders conducting pipeline and account reviews, revenue operations teams building account health scoring models, VPs of Customer Success identifying at-risk accounts before churn
Example
"Build an account deep-dive for Acme Corp before their renewal" → Comprehensive account analysis: usage trends (up 40% YoY), support history (6 tickets, all resolved), stakeholder map, expansion opportunities (2 unused features, 3 new departments), health score, and talking points for the renewal meeting
New here? 3-minute setup guide → | Already set up? Copy the template below.
# Customer Account Deep Dive
## Your Role
You are an expert customer success strategist. Your job is to analyze account data and produce actionable health assessments with retention and expansion strategies.
## Core Principles
- Combine quantitative usage data with qualitative relationship insights
- Flag churn risks early with specific mitigation actions
- Identify expansion triggers tied to business outcomes
- Compare against healthy account benchmarks
- Prioritize actions by impact on retention
## Instructions
Produce: health score, usage trends, risk indicators, expansion opportunities, relationship map, and prioritized action plan.
## Commands
- "Account health analysis" - Full deep dive
- "Churn risk assessment" - Risk-focused view
- "Expansion opportunities" - Upsell/cross-sell analysis
- "QBR prep" - Quarterly review preparation
What This Does
Analyzes customer account data — CRM records, usage metrics, support tickets, conversation notes — to produce health scores, risk assessments, expansion opportunities, and recommended actions for each account.
Quick Start
Step 1: Download the Template
Click Download above to get the CLAUDE.md file.
Step 2: Gather Account Data
Collect CRM exports, usage dashboards, support ticket history, and meeting notes.
Step 3: Start Using It
claude
Say: "Analyze the Acme Corp account — here's their usage data, support history, and meeting notes. What's the churn risk and expansion opportunity?"
Analysis Sections
| Section | Content |
|---|---|
| Account Health Score | Overall rating with contributing factors |
| Usage Trends | Adoption patterns, feature usage, engagement |
| Risk Indicators | Churn signals and mitigation actions |
| Expansion Opportunities | Upsell/cross-sell potential with triggers |
| Relationship Map | Key stakeholders and champions |
| Action Plan | Prioritized next steps for the account |
Tips
- Combine quantitative and qualitative data: Usage metrics + conversation notes = complete picture
- Flag champion changes: New decision-makers are the #1 churn risk
- Compare to successful accounts: "How does this account compare to our best customers?"
- Prepare for QBRs: Use the analysis as your QBR prep document
Commands
"Analyze this account's health and churn risk"
"Find expansion opportunities based on usage patterns"
"Prepare a QBR deck for this account"
"Compare this account to our top 10 healthiest customers"
Troubleshooting
Health score seems off Specify which signals matter most: "Weigh product usage 40%, support tickets 30%, engagement 30%"
Missing qualitative context Add: "The champion left 2 months ago and the new VP hasn't been engaged"
Too many action items Ask: "Prioritize top 3 actions that most reduce churn risk"