Closing a deal is just the beginning. The Client Diary is Myra’s dedicated Customer Success (CS) tool, designed to manage long-term relationships and prevent churn. While the Pipeline is for "hunting" new business, the Diary is for "farming" and nurturing your existing client base.
The Customer Success Framework
The Diary shifts the focus from "Leads" to "Managed Accounts."
1. Assigning a Success Manager
Every active client should have an owner.
- The CSM Role: Assign a team member as the primary Customer Success Manager.
- The Diary View: When the CSM logs in, their dashboard shows exactly which clients are due for a touchpoint today, this week, or this month.
2. Check-in Cadences
Not all clients need the same level of attention. You can set custom frequencies for each account:
- High-Touch ($$$): Weekly check-in.
- Standard: Monthly review.
- Low-Touch: Quarterly business review (QBR).
- Custom: Set a specific number of days (e.g., every 45 days).
When a check-in is missed, the client's status turns Amber. If missed by more than 7 days, it turns Red, flagging a high risk of churn.
Health Indicators & Sentiment
The Client Diary aggregates data from across the platform to give you a 360-degree view of account health:
- AI Sentiment Analysis: Our AI analyzes recent emails and call recordings. If a client sounds frustrated or mentions a competitor, the Diary surfaces a "Negative Sentiment" warning.
- Communication Gap: Shows exactly how many days it has been since the last outbound communication from your team.
- Financial Health: Displays outstanding invoices (in $ USD) and upcoming renewal dates. A client with overdue bills and no recent check-ins is a prime candidate for churn.
Running a Check-in Session
When it's time for a check-in, the CSM can use the "Meeting Mode" within the Diary:
- Preparation: The AI provides a one-paragraph summary of everything that has happened with the client since the last check-in.
- Notes: Record live notes during the call.
- Action Items: Instantly create tasks that are linked to the check-in (e.g., "Send updated contract").
- Status Update: Manually set the health status (Happy, Neutral, or Unhappy) based on your gut feeling.
Best Practices
- Automate the "Due" Task: Set a workflow to notify the CSM via Slack or Email two days before a major quarterly review is due.
- Review Red Accounts Weekly: Use your team meetings to look at all "Red" status accounts in the Diary and brainstorm a "Save Plan."
- Use the AI Summary: Before hopping on a call, read the AI-generated "Relationship History" to avoid asking the client questions they've already answered for a different team member.
Frequently Asked Questions
Can the client see my Diary notes? No. The Client Diary is an internal tool for your team only. However, you can choose to "Share Summary" with the client if you want to provide them with a recap of the meeting.
What is the difference between a Task and a Check-in? A task is a specific "to-do" (e.g., "Fix the bug"). A check-in is a relationship-focused event (e.g., "Review monthly performance").
Can I customize the Health Status categories? Yes. In Settings → Client Diary, you can rename the status levels and choose which colors represent each.