WorkflowsCustomer Success

Strengthen Relationships

Identify expansion opportunities and improve support quality. Build stronger customer partnerships through predictive insights.

Mind Reasoner

Stop Missing Opportunities

The shift: Create customer minds. Know when they’re ready to expand. Understand how to improve their experience. Build stronger partnerships.

Result: Higher account growth and deeper customer relationships.

Two Key Opportunities

Account Expansion

The challenge:

  • Is this customer ready for upsell?
  • Which products/features would they value?
  • How should I approach the conversation?
  • Will this damage trust or strengthen it?

The solution:

  • Predict their readiness for expansion
  • Know which offerings resonate
  • Test upsell approaches beforehand
  • Expand accounts without damaging trust

Outcome: Grow revenue while strengthening relationships

Support Quality

The challenge:

  • How do customers perceive our support?
  • What frustrations aren’t they voicing?
  • How can we improve their experience?
  • What would increase their satisfaction?

The solution:

  • Predict their support experience
  • Uncover unvoiced frustrations
  • Test service improvements
  • Act on feedback before they complain

Outcome: Proactively improve support quality

Account Expansion: Know When to Grow

Ask the customer mind:

$> "How satisfied are you with our current service?
>What additional capabilities would help you?"

Result: Know if they’re ready to expand or need more value first

$> "If we offered [product/feature], would you be interested?
>What value would it provide for you?"

Result: Know which offerings resonate before proposing

$> "If I approach you about expanding into [offering],
>how will you respond? Is now a good time?"

Result: Expand accounts with approaches that strengthen trust

Real Example: Upsell Opportunity

Without customer mind:

You think customer is ready to expand based on usage data.

What happens:

  • You: “I wanted to discuss upgrading to our Enterprise plan”
  • Customer: “We’re actually evaluating if we’re getting value from current plan”
  • You: [damaged trust by pushing expansion when they’re questioning value]

Result: Upsell attempt backfired. Relationship weakened.

Support Quality: Improve Proactively

Ask the customer mind:

$> "How would you describe your experience with our support team?
>What frustrates you?"

Result: Understand their support experience from their perspective

$> "What frustrations with support haven't you told us about?
>What would improve your experience?"

Result: Find issues before they escalate or damage the relationship

$> "If we implemented [improvement], would that address your concerns?
>What else would help?"

Result: Focus improvements on what actually matters to customers

Real Example: Support Quality

Before QBR

You ask customer mind:

$> "How would you describe your experience with our support team?
>What frustrations do you have?"

Customer mind reveals:

SUPPORT SATISFACTION: LOW (at risk)
Frustrations I haven't voiced:
1. Response Time Inconsistency
   Experience: Sometimes 2 hours, sometimes 2 days
   Why I didn't say: Don't want to complain
   Impact: Can't rely on support for urgent issues
   Risk: Actively looking for more reliable vendors
2. Knowledge Gaps
   Experience: Often get transferred 2-3 times
   Why I didn't say: Assume it's normal
   Impact: Wastes my time, delays resolution
   Risk: Losing confidence in your expertise
3. No Proactive Communication
   Experience: I have to chase for updates
   Why I didn't say: Thought that's just how it works
   Impact: Feel forgotten and unvalued
   Risk: Damages overall relationship
If one more urgent issue gets slow response:
- Will escalate to executive team
- Will evaluate alternatives
- Renewal at risk

In QBR

What happens:

  • You: “I wanted to address support response times. How has that been?”
  • Customer: “Actually, that’s been inconsistent…” [opens up about frustration]
  • You: [acknowledges issue, commits to SLA and proactive updates]
  • Customer: [feels heard, gives you chance to improve]

Result: Prevented escalation by addressing hidden frustration proactively.

Common Scenarios

Predict:

  • Current satisfaction with existing service
  • Readiness for expansion conversation
  • Which products/features would resonate
  • Budget and approval constraints
  • Best timing and approach

Know before proposing whether expansion strengthens or damages trust.

Outcome: Grow accounts when customers are ready (not when you need revenue)

Predict:

  • Awareness of your other offerings
  • Interest level in additional products
  • Use cases and value perception
  • Budget availability and priorities

Test cross-sell approaches to find what resonates.

Outcome: Expand relationships with relevant offerings at the right time

Predict:

  • How they perceive support quality
  • Specific frustrations (voiced and unvoiced)
  • Response time expectations
  • Communication preferences

Identify support issues before they damage relationships.

Outcome: Proactive support improvements based on customer perspective

Predict:

  • Overall relationship strength
  • Satisfaction trajectory (improving/declining)
  • Advocate potential vs. churn risk
  • What would increase loyalty

Monitor regularly to catch declining satisfaction early.

Outcome: Maintain strong relationships through continuous monitoring

Quick Start

For high-value customers and expansion targets:

  • Recent interactions
  • Support conversations
  • Business review discussions
  • Email exchanges

Training: 5-15 minutes per customer

Before expansion conversations:

  • Are they satisfied with current service?
  • Are they ready to expand?
  • Which offerings would they value?

Before support changes:

  • What frustrates them about current support?
  • Would proposed improvements help?

Use predictions to:

  • Expand accounts at the right time
  • Improve support proactively
  • Address concerns before they escalate

Result: Deeper partnerships and higher lifetime value

Implementation

Use Mind Reasoner through Claude Code

No coding. Just natural conversation in Claude.

Assess Upsell Readiness

You:

$> Create a customer mind for Robert Martinez, VP Operations at LogisticsCo,
>using /Documents/customer-calls/logisticsco-vp-ops.vtt

Mind Reasoner:

✓ Training customer mind... (~10 min)

You:

$> How satisfied is Robert with our current service?
>Would he be interested in expanding to our Premium tier?

Mind Reasoner:

Based on Robert's communication patterns:
EXPANSION READINESS: READY
Current satisfaction: HIGH
- Team fully adopted current tier
- Using 95% of capacity
- Frequently asking about features in Premium
- Budget approved for Q2 expansions
Interest in Premium tier: HIGH
What he values about Premium:
- Advanced reporting (his team needs this)
- Priority support (critical for operations)
- API access (tech team requesting)
Best approach:
- Frame as natural progression
- Lead with reporting capabilities
- Show ROI on reduced manual work
- Offer trial period to validate
Timing: NOW is good
- Budget cycle aligns
- Current pain points Premium solves
- Won't feel like pushy sales

You:

$> If I approach it this way: [your proposal],
>how will Robert respond?

Mind Reasoner:

POSITIVE. This approach will work.
His likely response:
"This makes sense. The reporting alone would save
my team 10 hours/week. Let's discuss pricing and
migration timeline."
Why it works:
- Addresses his current pain (reporting)
- ROI is clear and relevant
- Timing aligns with his needs
- Feels like partnership, not sales push
You'll close this expansion.

Assess Support Quality

You:

$> How would Robert describe his experience with our support team?
>Any frustrations he hasn't voiced?

Mind Reasoner:

SUPPORT SATISFACTION: MEDIUM (room for improvement)
Voiced feedback: "Support is generally good"
Hidden frustrations:
1. Timezone Coverage
   Issue: His team operates 24/7, support is 9-5
   Impact: After-hours issues wait until morning
   Risk: Not dealbreaker yet, but growing concern
2. Technical Depth
   Issue: Often need escalation for complex questions
   Impact: Delays resolution
   Risk: Questions if team understands operations use case
What would improve experience:
- Extended support hours or on-call option
- Dedicated engineer familiar with logistics
- Faster escalation path for critical issues
If you address these proactively:
- Differentiates you from competitors
- Strengthens partnership
- Supports Premium tier expansion

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Next Steps

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Questions? Email support@mindreasoner.com