Customer Communication Library

Send the right message at every moment, in a voice that is yours, without starting from a blank screen.

I have sat in front of a blank email to an executive I didn't know well for at least an hour. Your CSMs are doing the same thing every week, for messages they've written a hundred times, and some of those messages never get sent at all. This library gives your team a strong first draft for the moments that come up in every customer relationship.

18 ready-to-edit emails cover welcome, kickoff scheduling and recap, check-ins, business review invites and follow-ups, escalation updates, renewal outreach from 150 days out through the auto-renewal notice, price increases, executive sponsor introductions, champion departures and offboarding. Each one has a subject line and gray placeholders to swap for real details, and section 01 tells you where to find every placeholder. The guide gives you the timing for every message, the one thing to get right in each, and what to do when the customer doesn't reply.

What's included

• Customer Communication Library template in Word, plus a make-a-copy link for Google Docs

• 18 customer emails in 13 sections, from welcome to offboarding, plus space for your team's best messages

• A step-by-step PDF guide with timing for every message, four worked examples, rollout steps and what to do when nobody replies

• A Steal This communication library check

Who it's for

CSMs, onboarding managers and CS leaders who want every customer to hear the next step, the owner and the date.

How it works

Digital download. Your files are ready right after checkout. Open the Word file, or use the link included with your download to make your own copy in Google Docs. No physical item will be shipped.

Bundle and save

This template is part of the Onboarding and Adoption Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.