Skip to main content
Log in
Cust Docs

Guidance

Turn a text-based standard operating procedure into a structured pipeline with per-customer next-step recommendations.

A Guidance takes a standard operating procedure that already lives somewhere in your team and turns it into a running pipeline that Cust executes alongside you.

How it works

  1. Upload the SOP: drop in a renewal playbook, onboarding checklist, expansion motion, or any procedure your team follows.
  2. Cust analyzes it: the AI extracts the stages, decision points, and goals of the procedure.
  3. Pipeline stages are generated: the SOP becomes a structured pipeline with named stages so you can see where each enrolled customer sits.
  4. Per-customer recommendations: for every customer enrolled in the guidance, Cust recommends the specific next step to take to drive them toward the procedure's goals.

Why use a Guidance

Operating procedures usually live in Notion or Google Docs and get read once. A Guidance keeps the procedure live. Every enrolled customer gets a personalised next-step recommendation based on where they are in the pipeline, what signals are firing, and what the SOP says to do next.

Example: renewal management

A renewal-management Guidance shows the model end to end.

Your team's renewal SOP starts 120 days before the contract end date. Upload that SOP and Cust builds the pipeline. When an account passes 120 days to renewal, it surfaces in your queue with a Generate plan call to action.

Clicking Generate plan, Cust reads the customer's history (prior emails, meeting notes, support tickets, product usage) and the renewal SOP, and writes a plan of action items tailored to that specific account. For example:

  1. Build a value summary showing ROI delivered over the contract term.
  2. Schedule a renewal kick-off meeting with the economic buyer.
  3. Identify and confirm the champion.
  4. Surface and resolve any open support issues.

Each action item has its own call to action. Click into "Schedule a renewal kick-off meeting", and Cust looks up the right contact from the 27 contacts on the account, drafts a personalised email with a meeting link, and presents it for your review. You edit if you need to, then send. The action item is marked complete.

The Guidance keeps tracking where you are. As each action item is finished (or made irrelevant by something else happening), the next one surfaces, until the renewal is closed or moved to the next stage.

What appears in Action Hub

Each recommended next step from a Guidance shows up as an action in Action Hub, so you can execute it in a few clicks without leaving the queue.

Set up a Guidance