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Customer call notes template

Discovery or check-in call notes with next steps

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Use it when

Right before and after a discovery, check-in or renewal call, so what the customer said survives into the CRM and the next meeting

Who it's for

SalesCustomer success

Part of a kit

Customer success, step 3 of 6. Discovery interviews, onboarding plans, call notes, account plans, QBRs and the renewal risk review.

Filled example

The template filled in for a made-up company, so you can see what good looks like.

Ashgrove Health discovery call

Rep: Marcus Bell · Date: 2026-09-24

Call info

Customer Attendees Date Type
Ashgrove Health Elena Cruz (Director, Clinical Ops), Raj Patel (IT lead), Marcus Bell, Hana Ito (SE) 2026-09-24 Discovery

Goals of the call

  • Confirm who owns the policy documentation problem: Clinical Ops or IT.
  • Learn how they handle review and sign-off today.
  • Get access to a second meeting with their compliance lead.

Notes

  • 14 clinics, about 900 staff. Policies live in SharePoint as Word files, around 2,300 documents.
  • Every policy change needs sign-off from a clinical lead and compliance. Today that happens over email attachments, and they lose track of which version was approved.
  • Last state audit flagged 41 policies with an expired review date. Elena called it "the worst week of my year".
  • Raj is fine with a cloud tool if it supports SSO with Entra ID and they can export everything.
  • They tried a big document management suite in 2024 and abandoned it after six months: "too heavy for nurses".

Pain points

  1. No reliable record of who approved which version (audit risk, real fines).
  2. Review dates are tracked in a spreadsheet nobody owns.
  3. Staff on the floor cannot find the current version on a phone.

Quotes

We don't have a writing problem. We have a "which one is the real one" problem.

Elena Cruz

If it needs a training course, the nurses won't use it.

Raj Patel

Objections

  • Worried about migrating 2,300 Word files without breaking formatting.
  • Budget for this fiscal year is already allocated; new spend would come from the compliance line in January.

Next steps

CRM fields

Field Value
Stage Discovery complete
Close date 2027-01-31
Next step date 2026-10-01

The template

Show the blank template

Customer call notes

Rep: [your name] · Date: [date]

Call info

The record you'll want when this deal gets reviewed in three weeks and no one remembers the details.

Customer Attendees Date Type
[date] Discovery/Check-in/Renewal

Goals of the call

What you wanted to learn or move forward before dialing in. Write it before, not after.

Notes

Capture what they said in their words. Paraphrasing too early loses the signal in objections and quotes.

Pain points

The problem in their language, ranked by how much it's costing them.

Quotes

Verbatim. These are gold for later proof points and internal alignment.

Objections

Named specifically, not "price." "Price relative to X competitor" is a different deal than "no budget this quarter."

Next steps

Owner on every line. A next step with no owner is a wish.

CRM fields

Update the source of truth before you forget. Stale CRM data compounds into bad forecasting.

Field Value
Stage
Close date
Next step date

Questions

Should I write it during the call?
Jot raw notes live, then clean them up within the hour while you still remember tone
Do quotes need to be exact?
Yes; paraphrase in the notes section, but quotes must be verbatim so they can be reused
What goes in CRM?
Stage, close date and next step date, updated the same day

Fill it with your agent

Connect Claude to reph over MCP, then paste this. The draft arrives as suggestions you accept or reject section by section. How to connect Claude.

Find my reph doc "Customer call notes" with search_docs, then read it with read_doc. Fill notes, pain points, verbatim quotes and objections from the call transcript or summary I link, call info from the calendar invite, and proposed CRM field values from the CRM record. Keep quotes word for word. File it with suggest_edit, one replace_section op per section (heading line kept) so each can be accepted alone. Ask each open question (unclear next steps, unidentified attendees) with add_comment quoting that section's heading line, then call request_review with a one-line summary.

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