CSM playbook
Last updated: June 12, 2026
Use this page when a CSM, account manager, onboarding owner, or post-sale teammate wants to use Ergo for customer context. CSM workflows work best when the organization has configured account fields, team access, meeting capture, templates, and reporting for post-sale work.
What Ergo helps CSMs do
- See the full account story from first sales call through post-sale conversations when the relevant sources are connected.
- Find expansion signals, renewal risks, unresolved objections, and support handoff context without asking sales or support to reconstruct history.
- Draft account outreach for check-ins, onboarding, renewals, escalations, or expansion conversations when the draft workflow is configured.
- Ask Ergo account questions, such as what changed since the last touch, what risks are emerging, what commitments were made, or what next step is most important.
- Use generated documents or linked deal/account materials when a customer needs a recap, proposal draft, implementation note, or renewal support document and that workflow is enabled.
Setup and workflows
Setup first
Workflows to use day to day
- Meeting detail page
- Video, transcript, and action items
- Review/edit AI drafts
- Follow-ups panel
- Chat with Ergo
- Search across meetings, emails, and documents
- Deal and account health
- Generated documents
- Link documents to deals
- Post-call custom instructions
- Default dashboards
Common issues
- Permission or access denied
- Search/reporting has no results
- Transcript or recording missing
- Draft send failures
- CRM sync issues