Email Template Library

Subject: Before we kick off — one thing to line up

Hi [name] — looking forward to [day].

One thing that will save us a week: connecting your first data source needs admin access to [system]. In most firms that sits with someone outside the team using Prism, which is usually why it's the step that stalls.

If you can find out who owns that before we talk, we can plan around their availability rather than discovering it later.

Subject: Still waiting on access to [system]?

Hi [name] — we haven't been able to connect [system] yet, which is holding up everything downstream.

Who owns admin access there? I'm happy to join a 15-minute call with them and explain exactly what's needed — it's usually a short conversation once the right person is in it.

Subject: Getting your first client into the portal

Hi [name] — [dashboard name] looks good, which is the hard part done. The step that turns it into something your clients notice is getting one of them into the portal.

Most firms start with a client they have a strong relationship with rather than their biggest one — it takes the pressure off the first run. I've attached what other firms say when they introduce it.

Want me to help you pick one?

Subject: Letting the next send go out on its own

Hi [name] — the [frequency] report to [client] went out cleanly. Most firms review the first one closely, spot-check the second, and let the third go unattended.

If you're comfortable, I'd suggest a spot-check on the next one rather than a full review. Happy to look at it alongside you if that's easier.

Subject: Your scheduled reports to [client name]

Hi [name] — I was reviewing your account and noticed the scheduled reports to [client/workspace] stopped going out around [date]. I wanted to check whether something changed on your side, or whether something isn't working the way it should.

If it's the latter, I'd like to get it sorted — happy to jump on a quick call this week if that's easier than email.

Subject: Checking in on [account] — has anything changed on your side?

Hi [name] — it's been a while since we connected, and I want to make sure we're still set up to support what you're working toward. Has anything changed on your team or with your priorities for [stated objective]?

If there's a better person for me to be talking to now, I'd appreciate the introduction.

Subject: Before you go — who should I be working with?

Hi [name] — sorry to hear you're moving on, and congratulations on the next thing.

Before you hand things over: who's picking up [what they owned]? If you're able to introduce us, I'd rather come in with your context than start cold. Happy to make it a five-minute email.

Subject: Introduction — supporting [account] on Prism

Hi [name] — I understand you've picked up [area] from [departed champion]. I'm the CSM for your account.

Rather than send you a product overview, it would be more useful to show you what's actually running: [dashboards live, clients served, reports going out]. And I'd like to hear what you're trying to achieve, which may be different from what was set up before.

Would 30 minutes in the next week or two work?

Subject: Your year on Prism — and what's next

Hi [name] — your renewal comes up on [date]. Before then, a quick picture of the year: [N] clients live on the portal, [N] reports delivered on schedule, [specific outcome].

Nothing needed from you unless something has changed on your side — but if you'd like to talk through what next year looks like, I'm happy to find time.

Subject: Where [account] is getting value — worth 30 minutes?

Hi [name] — before we get to the contract conversation later this quarter, I'd rather spend the time on whether this is delivering what you hoped when you started.

I've pulled together what we've seen: [specific evidence against their stated objectives]. I'd like to walk through it, hear what isn't landing, and understand what you need from us next year.

Subject: Renewal logistics for [date] — anything on your side to plan for?

Hi [name] — your renewal date is [date]. On our side it's straightforward, but I want to make sure we're not surprised by anything on yours.

Does this need a security re-review, procurement reassessment, or a new PO? If so, when would you want to start that? Happy to get whatever documentation you need over early.

Subject: [Specific blocker] — where we are

Hi [name] — following up on [blocker]. Here's where things stand: [status]. Here's what happens next: [action, owner, date].

I want this resolved well before we talk about renewal, not alongside it.

Subject: Your next set of clients on the portal

Hi [name] — looking at where things stand: [N] of your clients are live on the portal, reports have gone out on schedule since [month], and we closed out [stated objective] from your success plan.

Your team has mentioned wanting to bring on [more clients / another group]. Worth a conversation about what that looks like — I'd rather understand what you're planning than send you a price list.

Subject: You're watching for this manually — worth automating?

Hi [name] — you mentioned checking [metric] across your client dashboards before your monthly calls. That's exactly what Insights does automatically: it flags the change and tells you before the client notices.

Happy to show you what it would look like against your actual data rather than a demo account.

Subject: [Issue] — update [time]

Hi [name] — an update as promised.

Where we are: [status] What we've ruled out: [findings] What's next: [action, owner] Next update: [time]

[Name] from our support team is on this directly. I'm available on [number] if you need me in between.

Subject: [Issue] — resolved, please confirm

Hi [name] — [issue] is resolved as of [time]. [What was wrong, in one sentence. What was done.]

Could you confirm you're seeing it working on your side? I'd rather hear it from you than assume.

I'll follow up separately with what we're changing so this doesn't recur.

Subject: Would you be open to 20 minutes before we wrap up?

Hi [name] — I'm sorry to see this end, and I want to be clear I'm not asking for a chance to change your mind.

What would be genuinely useful is understanding what happened from your side — what we missed, and when it started going wrong. That helps me do better for other firms in your position.

Any time in the next couple of weeks that works?

Subject: One question, if you have a minute

Hi [name] — I see your subscription is ending on [date]. No sales pitch here, and nothing needed from you.

If you have a spare minute, I'd value knowing what didn't work. One line is plenty.

Subject: Wrapping up — your data and your clients' access

Hi [name] — a few practical things so nothing catches you or your clients out.

Your portal access ends [date]. Before then I'll get you an export of your dashboards and report history. The main thing worth planning: [N] of your clients currently log in to view reports, so it's worth deciding what they should get in the last cycle and whether you want to tell them anything.

Let me know what would help and I'll set it up.

Subject: [Quarter] review — [date]?

Hi [name] — time for our quarterly review. I'd like to cover what's been delivered against the objectives you set, what's changed on your side, and what we should be aiming at next quarter.

It matters that [economic buyer] can be there — most of this is about outcomes rather than product, and it's their call what we optimise for next.

Does [date/time] work, or would another week be easier?

Subject: [Meeting] — what we agreed

Hi [name] — thanks for the time. Recapping so nothing gets lost:

We discussed: [1–2 lines] You're doing: [item, by date] I'm doing: [item, by date] Next: [date or trigger]

Shout if I've mischaracterised anything.