Strategic Call Planning — Proactive Engagement & Relationship Strengthening

Overview

During the ^[1], Mark and Karly discussed the need to proactively engage AHS following the departure of Ben, who had been the primary relationship owner on the account. The concern was that without intervention, the lack of an established relationship with the client contact (Bob) could put the account at risk — not because the client is actively unhappy, but because they haven't been receiving enough attention.

The plan is for Karly and Sebastian to co-lead an introductory strategy call framed around reviewing current progress and presenting new ideas, signaling that AHS is a valued client.

Context

Ben's departure created a relationship gap with AHS.
A transition email was sent from Ben introducing Karly and Sebastian as the new points of contact.
Mark noted that Sebastian had been doing "fine" with AHS, but that a course correction was needed to build a stronger relationship with Bob specifically.
The account is described as small but not unhappy — the risk is passive churn from inattention rather than active dissatisfaction.

"They're fabulous, right? They're small. I don't think either one of them is complaining, but I think that if we don't do something, we're likely to lose them." — Mark Hope

Planned Approach

Format: Strategy call (not a standard check-in)
Leads: Karly (primary) + Sebastian (supporting)
Framing: Review where things stand, but position the call as forward-looking — "we like you, we want to do more for you, here are some ideas"
Goal: Demonstrate attention and investment in the client's success; establish Karly and Sebastian as trusted contacts

Key Decisions

Karly will increase her involvement with AHS going forward as part of her broader ownership of at-risk accounts.
The call will be framed as a strategy session, not a routine update, to signal elevated engagement.
Sebastian remains involved but Karly takes the lead on client-facing relationship building.

Action Items

[ ] Karly and Sebastian to co-lead the AHS strategic call — present new ideas and review current status (@Karly Oykhman, @Sebastian)
[ ] Mark to participate in or support the call as needed (@Mark Hope)

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