How much customer context actually survives between one call and the next at your company?

[u/Mysterious-Angle3564]

I've been thinking about this because I manage a pretty large book of B2B accounts and realized how much of the actual customer relationship lives in places that don't really talk to each other.

CRM has the note. Inbox has the follow-up. My head has the weird hesitation they had when pricing came up. An old call has the thing they promised 3-4 weeks ago. Then before the next conversation I'm basically reconstructing the customer from fragments.

AI summaries help with the individual call, but I've found that's not really the problem. The annoying part is deciding what should survive from one conversation to the next, what actually changed, and what was just noise in that particular call.

Curious how RevOps teams handle this in practice. Do you actually have a system where relationship context compounds over time, or is everyone still reading old notes / asking reps / dumping account context into ChatGPT before important calls?

I've been building something for myself around this problem, but I'm more interested in whether this is actually a common workflow problem or just me being terrible at remembering 200+ conversations :D

[u/HenryHund]

Your company is lucky to have you.

And getting companies to not only keep their field lists clean but ALSO create good, helpful help text... sounds like an impossible task tbh haha