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docs(cs): Add topics preparation to pre-outreach research #17323

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4 changes: 3 additions & 1 deletion contents/handbook/cs-and-onboarding/engaging-unengaged-customers.md
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Expand Up @@ -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

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