Client context6 posts
Why does client context keep getting rebuilt by hand?
Client context gets rebuilt by hand because it lives in five places at once: WhatsApp, email, calls, a CRM and somebody's notes. Before every next action a person reassembles it. The fix is one record per client that every channel writes into, so the history is already assembled when someone needs it.
3 min
No. 24: Client notes scattered across tools: why a new notes app will not gather them
Client notes scattered across tools stay scattered because each note gets written wherever the person happened to be standing, and a new app only adds one more place. The fix is one record per client, built from what the work already writes, with each note carrying its date and source, so nobody has to file anything later.
3 min
No. 17: How to hand off a client without losing context starts before anyone resigns
To hand off a client without losing context, get what the outgoing person knows into a shared record before anybody resigns, with each fact dated and tied to where it came from. A meeting in the final week collects only what that person remembers to say, which after years on one account is the smaller part.
4 min
No. 11: Care coordinator workload: count the minutes spent catching up before each contact
A large part of care coordinator workload is catching up: reading through WhatsApp and the inbox before each contact. To size it, multiply the clients a coordinator carries by the touchpoints each gets in a week, then by the minutes spent catching up before each one. The result is the hours a week a system could hand back to them.
5 min
No. 07: A company knowledge base that answers questions, and the answer it must never give
A company knowledge base that answers questions has to keep each project apart, because the costly failure is an answer that blends two of them. Have it read the cheapest source first and show where each answer came from. A thin answer costs a second question; a blended one costs whatever gets done on the strength of it.
4 min
No. 06: Why a CRM does not fix client context, even when everyone fills it in
A CRM does not fix client context because it only holds what somebody typed into it, and most of the context lives in the WhatsApp thread, the call and the email nobody logged. The fix is one record per client that every channel writes into as messages arrive, with each fact traceable to where it came from.
4 min
No. 01: How to stop rebuilding client context before every call
Stop rebuilding client context by giving each client one record that every channel writes into as things happen. WhatsApp threads, emails, call notes and CRM changes land in the same place, with dates and sources, so the history is already assembled when someone opens it. The coordinator reads one page and starts from the last promise made.
The systems and arguments this topic points at.
The rest of the writing.
- Build or buyBuild or buy, what it costs, and what to ask before anyone builds you anything.
- Automation that holds upSilent failures, gates, rollbacks and the checks that keep a running system honest.
- Founder operationsCounting the hours that never needed a human, and deciding what to hand to a system first.
- Growth systemsContent and outbound that keep running when the founder is busy, and still sound like the company.
- Operations systemsIntake, handoffs and status carried by one system, so the team keeps the judgement calls.
- Product systemsA model inside a product: speed, fallbacks, keys, and what running it costs after launch.
Bring the version of this that is about your company.
The first conversation is with the people who would build it. If there is a fit, the Consult comes next.