Find scale.
CRM / contract → CSM → site hiring / facilities → estimate only if necessary.
Scale the inputs. Keep the judgment human.
The output I want each week is not “more data.” It is a short list of accounts where proof, whitespace, access and timing changed enough to justify action.
1 · INTERNAL TRUTH
→
What is live?
Salesforce · CSM notes · contracts · product usage · pilot scorecards · Gong · QBR / renewal dates
2 · EXTERNAL CHANGE
→
What moved?
Hiring · executive changes · sites · CCaaS · M&A · RFPs · customer complaints · event attendance
3 · ACTION
What should I do?
Warm introduction · account brief · event meeting · QBR insertion · client-program pitch · cross-sell discovery
ACCOUNT GRAPH
Build the data around the commercial question.
Every account becomes a connected graph instead of a flat CRM record.
ACCOUNTCompany
customer / partner / verify status
LOCATIONSite / geo
seats · languages · client programs
LOBWorkflow
support · sales · billing · collections · healthcare
PERSONOwner
champion · AD · site lead · buyer
EVENTTiming
QBR · renewal · ramp · RFP · event
Why this matters: “Alorica is growing” is not actionable. “A new India client program is hiring 400 English-voice agents; its Account Director has a QBR in six weeks; Sanas is already approved at Alorica” is.
CONTINUOUS ENRICHMENT
Automate discovery. Escalate only useful change.
Each feed should either fill a missing account field or create a commercial trigger.
Usage / KPI
CSM + telemetry
Queue / site
High adoption + measurable lift → expansion candidate
Jobs / ramps
LinkedIn · Indeed · careers
Location + LOB
New voice program / “neutral accent” / bilingual demand → identify site + program owner
People
Sales Nav · company news
Stakeholder graph
New VP CX / Ops / Vendor Mgmt → re-map access and quick-win hypothesis
Technology
BuiltWith · intent
Account / site
Genesys / NICE / Five9 / Talkdesk change → deployment / integration conversation
Company change
News · filings · M&A
Geo / workforce
Acquisition, site opening or new market → standardization / rollout question
Customer pain
Reviews · app stores
Enterprise end-client
Repeated clarity / noise / transfer complaints → discovery hypothesis, not “gotcha” outreach
Commercial timing
CRM · GovWin · procurement
Client program
Renewal / RFP / QBR → equip BPO Account Director before the decision
Events
Speaker + attendee lists
Person + account
Pre-book only executives tied to a named expansion hypothesis
MISSING-DATA WORK QUEUE
Unknown should create a sourcing task, not an assumption.
The system can generate the next research action automatically.
Find the work.
Company case studies · job descriptions · site pages · Account Director / site-lead conversation.
Find the person.
Sales Nav / ZoomInfo → existing contacts → mutual relationship → confirm actual scope.
Find the window.
QBR calendar · renewal · budget · new ramp · RFP · event · post-peak review.
WEEKLY OUTPUT
Five lists, not fifty dashboards.
I would tune these outputs to the fields and workflows Sanas already uses.
Top expansion opportunities
Proof + named whitespace + owner + timing.
Warm introductions needed
Which CSM, executive or BPO leader can open the shortest path.
Account data gaps
Seats, LOB, product, relationship or timing still missing.
Upcoming moments
QBRs, ramps, events, budgets and RFPs in the next 90 days.
Priority test: evidence → named whitespace → access → timing → scale. A huge logo with no operating owner or timing should not outrank a smaller, warm, measurable expansion.