From 9efe3491e6ea9bafd78f81f70767021386277744 Mon Sep 17 00:00:00 2001
From: Antonio Djigo <31393623+djigoio@users.noreply.github.com>
Date: Fri, 5 Jun 2026 16:11:50 +0100
Subject: [PATCH] Add topics preparation to pre-outreach research

---
 .../cs-and-onboarding/engaging-unengaged-customers.md         | 4 +++-
 1 file changed, 3 insertions(+), 1 deletion(-)

diff --git a/contents/handbook/cs-and-onboarding/engaging-unengaged-customers.md b/contents/handbook/cs-and-onboarding/engaging-unengaged-customers.md
index f83659de85fe..5e9ecb74f6ca 100644
--- a/contents/handbook/cs-and-onboarding/engaging-unengaged-customers.md
+++ b/contents/handbook/cs-and-onboarding/engaging-unengaged-customers.md
@@ -14,7 +14,9 @@ The common thread: **do your homework first, then lead with something specific a
 
 ## Pre-outreach research
 
-Before reaching out, spend 10 minutes understanding where the customer is at. This makes all the difference between a generic check-in and a genuinely helpful conversation.
+Before reaching out, spend at least 10 minutes understanding where the customer is at. This makes all the difference between a generic check-in and a genuinely helpful conversation.
+
+Ideally, you should never enter a call without a backlog of proactive **relevant** topics to burn through if the primary issue is resolved quickly (like a new upcoming products,events, questions about their product). The goal isn't a quick check-in; it's ensuring that every minute the customer spends on a call with us feels insightful and necessary.
 
 ### Review their engagement metrics