Prism

Cadence Call Agendas

Prism Customer Success Handbook — Section 4.4

Enterprise monthly · Mid-Market monthly during onboarding, then quarterly · SMB on request or trigger only (2.2 Meeting Standards & Working Norms)

The rule that makes cadence calls worth having

No agenda, no call.

The failure mode of any recurring meeting is that it becomes theatre — a standing slot filled with "how's everything going," which both sides find tedious, which the customer starts declining, and which quietly stops happening. By then the relationship has no scheduled contact and nobody decided that.

If there's genuinely nothing to cover, cancel it and say why: "Nothing needs your time this month — everything's running, and I'll flag anything that changes." That builds more credit than filling the hour, and it makes the calls that do happen carry weight.

Don't show the customer their health score

Health is an internal prioritization tool (1.6 Health Scoring Methodology). Presenting a score to the customer invites a debate about the number instead of the underlying situation, and it turns a diagnostic instrument into a performance review they didn't sign up for.

Be transparent about the specifics, not the score. "Your scheduled sends to Bridgeway stopped three weeks ago" is honest, useful, and actionable. "Your health score dropped to 58" is neither.

Enterprise — monthly

Length: 30–45 minutes · Attendees: champion and/or practice lead; AMs as relevant

# Item Notes
1 Their update Ask first, always. What's changed — clients, team, priorities.
2 Org changes "Anyone joined or moved on since we last spoke?" Explicit item, not left to chance — this is how champion departures get caught early (2.2 Meeting Standards & Working Norms, 3.4 Champion Departure).
3 Open items from last time Ours and theirs, with status.
4 What we're seeing Specific observations from usage and support — never the score.
5 Their friction "What's annoying about using this right now?" Feeds VoC (2.8 Voice of Customer & Product Feedback).
6 Success plan check Objectives on track, slipping, or newly irrelevant (4.2 Success Plan Template).
7 Next actions Named owners and dates.

Required output: activity logged with substance, success plan updated if anything changed, next actions with owners (2.2 Meeting Standards & Working Norms).

Mid-Market — quarterly

Length: 30 minutes · Attendees: practice lead, usually also the buyer

Same spine, compressed. Items 1, 2, 3, and 6 always; 4 and 5 as relevant.

Because the gap is a quarter rather than a month, more happens between calls — organizational changes, staff turnover, shifts in their client book. Item 2 matters more here, not less.

During onboarding, Mid-Market calls are monthly and milestone-driven rather than relationship-driven: which milestone is open, what's blocking it, what happens next (3.6 New Customer Onboarding). Relationship cadence starts once the account reaches Value Realization.

SMB — on request or trigger

SMB has no standing cadence call. A live call happens when the customer asks, or when something triggers (2.2 Meeting Standards & Working Norms). These are diagnostic calls, not relationship calls, and they have a different shape.

Length: 20–30 minutes

# Item Notes
1 The specific observation Open with what prompted the call. "Your reports to two clients stopped going out three weeks ago." Not "checking in."
2 Their explanation Let them correct your hypothesis. Being wrong is useful — they're responding to something concrete (3.1 Health Decline).
3 The real blocker Diagnose per the stall table (3.3 Low Adoption). Credentials, time, data, or fear — each needs a different response, and sending a tutorial at a structural problem tells them we're not paying attention (2.9 Customer Education & Enablement).
4 One next step A single named action with an owner and a date. Not a plan.

A customer-requested SMB call is always honored, and always logged (2.2 Meeting Standards & Working Norms). The coverage model determines what's scheduled, not what's available when someone asks.

What makes any of these go wrong

Presenting instead of asking. If the CSM talks for the first ten minutes, the call has become a status update. The most valuable content is what the customer volunteers when asked an open question early.

No open questions. "Anything else?" at the end gets "no." "What's annoying about using this right now?" gets an answer — and often the answer is the most useful thing on the call.

Rapport as the outcome. A pleasant conversation with no agreed action hasn't moved the account. Warmth is how you get the information; it isn't the point (3.1 Health Decline).

No output logged. An unlogged call is invisible to health scoring, playbook triggers, and the renewal record (2.2 Meeting Standards & Working Norms). It effectively didn't happen.

Letting the buyer disappear. For Mid-Market and Enterprise, if the person who signs the contract hasn't been on a call in two quarters, that's a renewal risk regardless of how well the AMs are doing (1.5 Customer Journey Map, stage 4).