Customer memory

A customer mentions a deadline in a meeting. Your CSM promises a follow-up over email. The decision maker changes in a Slack conversation. A week later, someone asks: what does this account need from us now?

Cust connects those moments into a living account memory. Open work stays attached to the reason it matters, the people involved, and the conversations behind it. As new evidence arrives, that picture can change with the relationship.

Start on Home with Alex’s three accounts, then follow Pfizer’s overdue promise into the relationship context and original evidence.

Remember the relationship, not just the last meeting

Memory brings together available emails, meeting context and transcripts, calls, support conversations, Slack messages, and tasks associated with an account. It can recognize commitments, questions, decisions, preferences, and risks across that history.

For a CSM, that means picking up the thread without reconstructing it. For a CS leader, it means being able to inspect what a customer is waiting for, what the team is waiting on, and why the next action matters.

Know what needs your attention

Start on Home. Your agenda brings together planned work and meetings. Deadline approaching, Overdue, and Backlog help you review what needs a place in your day.

Choose an account from your agenda or a deadline list to open its context without losing your place in the day. You can see your work alongside Waiting on them, Recently closed, and the account background. The People, Now, and Watch sections help you catch up on who matters, the current situation, and what deserves attention. Sections appear when there is relevant information to show.

See why an item matters

Expand a work item to inspect its timeline and source references. A reminder is more useful when you can see the original promise, the later clarification, and the customer who is still waiting.

In the Pfizer example, strong usage is real progress. It does not satisfy the CFO's separate request for validated savings. Memory keeps the commercial question attached to the work, so the next step is a defensible evidence pack, with its assumptions made clear.

Let new evidence change the picture

Memory can update or resolve a tracked commitment when later conversations provide the evidence. Closed work on your team’s side appears in Recently closed, where you can inspect its history. A resolved customer dependency leaves Waiting on them; use the account’s interactions to review the original customer reply.

Jon confirms that the audit export passes his check. The export verification leaves Waiting on them. Payroll validation remains outstanding, and renewal approval is still a separate decision.

As connected conversations sync, memory processes the new evidence and updates the account.

Move from remembering to doing

Use Add to my day to plan an item. Set a deadline separately when there is a real due date. Open a suggested assistance action, or Ask about this, to bring the item's context into the Assistant.

You can ask for something specific: “Prepare Elena's renewal evidence pack. Separate measured improvements, unvalidated estimates, and the decisions we still need from Pfizer.” Review the resulting work and any proposed actions before carrying them out.

Memory can suggest that an existing task may already be done or no longer relevant. It does not automatically complete that task. You keep control of task completion, ownership, and your plan for the day.

Explore the example scenarios

The company Memory tab holds configured facts and data sections. Customer memory connects the relationship history to the work you see on Home.

Continue with Working with memory for planning, source review, ownership, and closing or reopening work.