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An opportunity and its outreach

CSM · Admin · OM4 min read

Last verified 2026-09-17

Review AI reactivation briefs, examine exit feedback, and manage sequenced outreach touches to win back churned customer accounts.

Before you start

  • ValueRamp CSM, Admin, or OM role
  • An open reactivation opportunity in the pipeline

Overview

The Opportunity workspace (/reactivation/opportunities/[id]) provides a dedicated command center for managing re-engagement with a specific former customer account. Rather than cold-pitching churned buyers, account teams use this screen to review why the account originally left, what improvements have occurred since exit, and how to position a conversation that delivers genuine value.

The Reactivation Brief

The left column features an AI-synthesized intelligence brief structured into distinct operational sections:

  • Relationship Summary: Historical narrative covering initial sales handoff, onboarding milestones, adoption challenges, and churn date.
  • Captured Exit Reason: Concrete categorization (such as pricing, missing feature, executive turnover, or competitor switch) and the relationship temperature at departure.
  • What Has Changed on Our Side: Reads Nothing recorded. unless a change was captured in the inputs — no product changelog is fed to the brief, and it is instructed never to invent one.
  • Person's Current State: Current role, seniority, and organizational moves of key champions and former decision-makers.
  • Recommended Outreach Approach: Specific talking points, tone guidelines, and angle recommendations.
  • Draft Initial Message: A first-touch draft, which the Outreach panel picks up.

Sequenced Multi-Touch Outreach

The right column manages the account's outreach campaign:

  • Touchpoint Sequencing: Re-engagement is paced into numbered touches (e.g., Touch 1 of 3 — the cap is set in Lifecycle settings), with a minimum gap between sends.
  • Pre-Drafted Messages: Tailored subject lines and body copy ready for review, incorporating past context without sounding generic.
  • Anti-Pattern Guard: Each draft is checked for generic or templated copy, pressured tone, guilt appeals, presumed familiarity, outreach after a decline, and invented claims of change. Flags warn rather than block: acknowledge them, then Approve anyway.
  • Approve, then send by hand: Approve outreach records the approval, re-runs the anti-spam gates and creates the reactivation plan. Nothing is sent automatically: send from your own inbox, then confirm with Mark as sent →. Approve, dismiss and re-draft belong to an Admin or the account's own CSM; everyone else sees the opportunity read-only.
The opportunity workspace header with account name, path, and regenerate brief action

1 / 5Review opportunity details and account identity in the workspace header

Steps

  1. Review opportunity details and account identity in the workspace header

    The opportunity workspace header with account name, path, and regenerate brief action

  2. Examine weighted value, probability score, trigger event, and churn reason

    Metric banner showing weighted value, probability percentage, trigger date, and churn reason

  3. Read the AI-generated reactivation brief and strategic recommendations

    Reactivation brief detailing sales handoff history, exit reason, and recommended approach

  4. Review the drafted multi-touch message and anti-pattern validation

    Outreach Touch 1 card showing drafted message, subject line, and anti-pattern checks

  5. Approve the draft, send it from your inbox, and click Mark as sent

    Outreach card showing approval status, manual send instructions, and the Mark as sent button

Common questions

Does ValueRamp send outreach emails automatically?

No. ValueRamp drafts the message and flags anti-patterns. You click Approve outreach (or Approve anyway, after acknowledging any flags) — approval also creates the reactivation plan — then copy the text, send it from your own inbox, and click 'Mark as sent' to record it. Only an approved touch can be marked sent.

What happens when I click 'Mark as sent'?

Marking a touch as sent records when and through which channel it went (email, LinkedIn, other) and advances the touch counter (e.g., Touch 1 of 3). The next touch cannot be drafted until the workspace's minimum gap between sends has passed (7 days by default).

What is an anti-pattern check?

The draft is checked for five patterns — generic or templated copy, pressured tone, guilt appeals, presumed familiarity, and outreach after a decline — plus a check for an invented 'we have since changed X' claim. Flags never block: they are listed on the card and you must acknowledge them before Approve anyway.

Can I regenerate the AI brief if new account context is added?

Yes. Clicking '↻ Regenerate brief' re-scores the opportunity and rewrites the brief from the current exit capture and the person's current state. It still has no product changelog, so What has changed stays 'Nothing recorded' unless a change was captured.

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