Retain Customers, Boost Renewals: Empower Your Customer Success Team with an AI Meeting Assistant

As a customer success manager, you’re at the heart of your company’s revenue strategy. Your team takes on accounts secured by sales and ensures that they adopt your product, renew it when it’s time, and upgrade their experience when possible.

Customer retention is the most valuable strategy for any company, with loyal customers spending more and becoming your greatest cheerleaders. Your ability to keep those customers happy and supported is crucial to the overall success of your company. While there are many AI tools on the market targeted at CSMs, there’s one in particular you shouldn’t overlook: an AI meeting assistant.

An AI meeting assistant simplifies the complexities of your role as a CSM, from organizing customer details, to fully engaging during calls, to sharing your insights with other teams. These tools automate the tasks that pull you away from customer interactions, like call prep and CRM updates. With an AI meeting assistant, you can spend more time providing stellar customer experiences and reducing churn.

From discovery to upsell, read on to learn how an AI meeting assistant such as Fellow is an essential addition to your CS tech stack.

Prevent churn with accessible customer insights 

As a CSM, it’s your job to know all the fine details of your accounts, including what got them onboard to start and what they need in order to renew. When you have a lot of accounts to juggle, it’s a lot of information to keep straight. But, an AI meeting assistant can help by consolidating and organizing account details.

With Fellow, all of your meeting notes, recordings, and summaries are centralized in one accessible app. Here’s how it all works:

• The recordings library has recordings, AI transcripts, summaries, and notes from all your calls with customers, making it easy to search and refer back to previous meetings.
• Pre-meeting briefs are sent before each call, recapping what happened in the last call and reminding you of any action items.
• Ask Copilot is like ChatGPT for your meetings — ask it anything about your calls with customers for quick reference.
• Fellow’s Hubspot and Salesforce integrations pull information from your CRM into Fellow.
• Private notes are an easy way to jot down personalized details about your customers that only you can see.

Tyler Ryll, Fellow’s Director of Customer Success, says the pre-meeting briefs in particular helps his team remain focused.

“This is an invaluable tool for CS team members, as they consistently have to talk to hundreds of different clients, always context switching,” he says. “And these pre-meeting briefs allow you to get really focused really quickly right before your meeting.”

Having all this information accessible means you can spot trends, risks, and opportunities early, assisting you in gaining renewals and preventing churn.

Put your best foot forward for customers

Your success as a CSM is built on creating great relationships with your customers, and an AI meeting assistant helps you show up for them.

You read above how Fellow helps you gather customer information, now here’s what to do with it. Every meeting scheduled with Fellow generates a meeting agenda and from there you can either use a pre-made CS agenda template from our library or create your own custom one. It’s the perfect way to prepare for every customer call by pulling in account details and proactively addressing objections. 

That preparation shows your customers that you understand their unique needs and blockers. Plus, with Fellow’s automated AI note-taking, you can fully focus on your customers during calls. Fellow even automatically detects and notes action items.

“It instills a sense of trust in the customer, as well as shows them that we care enough to do the research and make effective use of the time they are setting aside for us,” says Kate Cole, a CSM at Fellow. “It also shows a level of organization and efficiency that is important when representing the company.”

Fellow also gives you data on customer engagement with meeting statistics. After each call, you can review how much you were talking compared to the customer, and use that data to strategize for your next meeting. Customer meetings are most effective when the customer does most of the talking — reviewing the meeting statistics will ensure you’re using the meeting to really listen to the customer’s needs.

Master the follow-up

What you do after a customer call is just as important as the call itself. An AI meeting assistant like Fellow also helps to streamline follow-up.

This is another task where Ask Copilot shines. After a call, you can ask Copilot to write a follow-up email that includes a summary of the call, next steps, and action items.

“I don’t need to scrub through a recording to get an answer to a question from a call from last quarter anymore, because Ask Copilot will search for it for me. It frees me up to be more present on my calls, as well as give me time to do proactive outreach that I may not have had time to do before,” says Kate.

Speaking of action items, Fellow creates a list of action items after every call that you can assign in one click and then track, so you always know what to work on before the next call.

Fellow keeps the momentum going after the call so you’re always demonstrating to your customers that they’re your top priority.

Cut down on admin time

According to a report from Vitally, 66% of CSMs say they spend a significant portion of their workday on repetitive admin tasks. As well. 63% of CSMs wish they had more time to dedicate to client engagement.

Tedious admin tasks pull you away from your main goal, which is supporting customers, upselling, and building relationships. An AI meeting assistant takes care of many of those tasks, freeing you up for more high-value activities.

For example, Fellow reduces manual entry time in your CRM with automated integrations to update fields using AI. Fellow also automatically displays information from your CRM in meeting agendas. With just a click, you can switch to your CRM’s full profile.

As well, you can set up your Fellow notes to follow common frameworks, including BANT, MEDDICC, and SPICED. Then, you can set up Fellow to automatically send all those notes to the CRM.

With Fellow, you can spend more time with your customers and less time in the weeds.

Break down silos between teams

In that Vitally report, 29% of CSMs said their biggest pain point is a lack of cross-collaboration between teams. As well, 37% wished they had a closer relationship with Sales, and 29% said the same about Marketing.

Everyone wins when they work together and an org-wide AI meeting assistant facilitates that.

For CSMs, it starts when they’re handed an account from Sales. Because the entire Sales cycle was recorded in Fellow, CSMs can quickly catch up on their accounts, including what compelled customers to purchase in the first place and what features they need assistance with. With the customer’s history accessible to everyone, the handoff is that much smoother.

“When an account is passed over to me I can watch an objective recording at 2x speed rather than waste a colleague’s time asking them to recap every detail of the customer to me,” says Kate.

“All details are accounted for, and that helps keep the whole team accountable. I can make my own inferences and Ask Copilot can even help me conduct a new customer success plan.”

CSMs are also on the frontline of customer insights that are valuable to everyone from product to marketing. With Fellow, CSMs can revisit their AI meeting recordings and transcripts to make clips of valuable moments that can influence campaigns or new features.

With Fellow, everyone is truly on the same team and working as one to keep customers coming back.

Keep the coaching flywheel spinning

CSMs never stop learning and Fellow helps both managers and reports to improve their skills through coaching.

With all customer calls included in your organization’s recording library, both managers and CSMs can review calls and create clips of both wins and missed opportunities. Those clips can then be shared in the agenda for coaching meetings for easy reference.

The coaching flywheel is put in motion when CSMs use that feedback to strategize for their next calls, including what they include in the Fellow agenda. Then, once those calls happen, they can again be reviewed and clipped. It creates a continuous cycle of learning and improving. 

Fellow’s pre-meeting briefs and automated action items come in handy again for these internal 

meetings so everyone is prepared and also walks away from one-on-ones knowing what to work on next.

“My pre-meeting brief allows me to quickly remember each action item and double check if things were completed not only by myself, but by my individual team members,” says Tyler.

Finally, when a new CSM joins your team, that recording library and clips collection allows new hires to quickly get up to speed on your customers and their unique needs.

Keep your focus on your customers

From the handoff from Sales straight through to a successful upsell, an AI meeting assistant is a must-have tool for every part of a CSM’s job. 

Ready to give your customer success team the tools they need to succeed? Try Fellow, the #1 meeting assistant, for free today.