Every CSM departure is a renewal event you did not schedule.
The account record shows the health score. It does not show why the customer stays.
Read the film transcript
Narration from this original film. Soft instrumental music plays underneath.
An account changes hands and the new owner learns its history from the customer, one awkward call at a time.
Commitments and risks made in conversation vanish at handoff, and renewals get lost for reasons nobody can name.
Kept is a voice interview. June calls, asks about your work, and keeps what you say, in your words, in a jar that’s yours.
The new owner asks what we promised Halden. Kept answers with the commitment and the risk, cited to the Q B R debrief.
Customer commitments survive reassignment, and renewal risk is visible before it’s late. Kept. Keep the knowledge behind the work.
Success runs on accumulated relationship knowledge: who the real champion is, what almost caused the churn scare, which promise from two quarters ago the customer still remembers. When a CSM leaves, that story leaves, and the customer notices the new voice knows none of it.
Kept captures the story from your CSMs while they run the accounts, and keeps it cited and current. A transition becomes a briefing instead of an apology tour. The book of business stays the company's book, with the relationships intact.
Keeping a knowledge item does not promise permanent access to its original transcript. Sources can become unavailable after retention or removal. Check what evidence is available before relying on an answer.
Read personal and workspace controls. The overview above is available as text; explore the guided text walkthrough for a step-by-step example.