New Customer Engagement

📝 Context

You just got assigned a new customer or prospect. This is your starting point - what to do first, who to talk to, and how to get oriented quickly.

📋 First 24 Hours Checklist

• [ ] Review assignment details (who assigned it, why, what stage)
• [ ] Check CRM/tracking system for existing notes
• [ ] Review any existing documentation or past interactions
• [ ] Sync with sales rep 👥 to understand deal context
• [ ] Identify key stakeholders (customer side and internal)
• [ ] Understand what stage they're at (discovery, POC, implementation)
• [ ] Schedule initial sync with sales if needed

🎯 Getting Oriented

Understand the Context

• What's the deal status? (Prospect, POC, signed?)
• What product/solution are they evaluating?
• What's the revenue potential? Timeline pressure?
• Any politics or sensitivities to be aware of?
• Who else is involved internally? (Sales, other SEs, leadership)

Review Existing Information

• Check CRM for notes, call recordings, emails
• Look for any technical documentation or architecture notes
• Review past status updates or trip reports
• Check if there's a handoff document from another SE
• Look for any environment-specific notes or constraints

Identify Next Steps

• Is there a discovery call scheduled? → Discovery Call
• Is there a demo coming up? → Demo
• Is there a POC in scope? → POC Scoping
• Is this moving to implementation? → Kickoff

🎯 Initial Actions

Week 1 Priorities

1. Sync with sales 👥 - Understand deal context and desired outcome

   • Use Pre-call prep framework
   • Know who the decision maker is
   • Understand timeline and pressure points

2. Review or schedule discovery - If not done yet, get discovery call on calendar

   • Use Discovery Call guide
   • Understand their environment and constraints
   • Identify any red flags early

3. Establish communication channels - How will you communicate?

   • Email, Slack, Teams, phone?
   • Who's the primary point of contact?
   • What's the expected response time?

4. Document what you learn - Start building your knowledge base

   • Create notes in CRM or shared doc
   • Document key stakeholders and their roles
   • Note any constraints or special requirements

⚠️ Gotchas

• Assuming you know what they need - always start with discovery
• Not syncing with sales first - you might walk into a minefield
• Missing existing documentation - don't duplicate work
• Not understanding the stage - discovery vs. POC vs. implementation require different approaches
• Skipping stakeholder mapping - know who decides vs. who evaluates

🔗 Links

• Discovery Call
• Pre-call prep
• Status updates