Ella - superdaypatch 5

contents/handbook/cs-and-onboarding/engaging-unengaged-customers.md

@@ -176,4 +176,6 @@ Don't push when they push back. Close the loop publicly with a clean "let's put
 
 ### Strike while energy is high
 
-Same-day follow-ups after calls beat polished follow-ups sent a week later. Small unexpected perks (custom merch codes, personalized touches) sent in the momentum window punch above their weight.
+Same-day follow-ups after calls beat polished follow-ups sent a week later. Automate it - pipe your BuildBetter notes straight into Claude and send the follow-up before your next task.
+
+Small unexpected perks (custom merch codes, personalized touches) sent in the momentum window punch above their weight. 

contents/handbook/cs-and-onboarding/getting-started-with-customers.md

@@ -71,6 +71,7 @@ Pull from Vitally and Metabase to find something specific to mention:
 - High user count or low engagement — offer a training session.
 - Legacy pricing plan: "We moved off legacy plans over a year ago. I'd like to transition you to standard pricing — happy to walk through the changes."
 - New feature for their use case - Highlight a new PR or functionality for an app you know they use.
+- Examples of how you've helped similar teams can also land well - just make sure it's specific and relevant to their situation. Generic case study drops do the opposite of what you want.
 
 If you're inheriting an existing Slack channel, do the intro in Slack.
 

contents/handbook/growth/sales/expansion-and-retention.md

@@ -51,10 +51,10 @@ An overview of how to drive expansion with a customer can be found in the [cross
 
 ## Principles for visiting customers
 
-If you offer to do a meeting in person with a customer, they’ll then feel obliged to introduce you to other people to make good use of your time. Trying to get them to adopt more products can be a good trigger, but generally you should be matching the cadence for in-person meetings with the size of contract (ie. more regular for Very Large, less regular for Large). If necessary you can [request a budget for travel and accommodation](https://posthog.com/handbook/people/spending-money) in Brex.
+If you offer to do a meeting in person with a customer, they’ll then feel obliged to introduce you to other people to make good use of your time. Trying to get them to adopt more products can be a good trigger, but generally you should be matching the cadence for in-person meetings with the size of contract (ie. more regular for Very Large, less regular for Large). If necessary you can [request a budget for travel and accommodation](https://posthog.com/handbook/people/spending-money) in Brex. Even better - if you're meeting one customer, why not two? Ask them to intro you to an engineer friend who would get value from PostHog. If they're fans of the product and you, they'll be glad to do it. 
 
 Generally speaking you should be trying to regularly see customers in your book of business who are $100k+ annually, or could get there. Occasionally you can pull in James/Tim if they are traveling to SF/NY especially, or if the customer is in London. 
 
 If you regularly visit customers, you can (and should) take some sweet merch. You can self-serve this using [a discount code pinned in our team Slack channel](https://posthog.slack.com/archives/C01MGUHFH6G/p1734015156043549) to get 100% off your order.
 
-Make sure to log notes in Vitally when customer visits take place. This can be done by creating a new note with the "On-site" category and describing any key details and takeaways.
+Make sure to log notes in Vitally when customer visits take place. This can be done by creating a new note with the "On-site" category and describing any key details and takeaways.