> For the complete documentation index, see [llms.txt](https://docs.darcyiq.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.darcyiq.com/grow/customer-intelligence.md).

# Customer Intelligence

For services businesses, the easiest accounts to grow are the ones you already have — yet they're usually the most overlooked. Customer context is scattered across your CRM, delivery projects, meeting notes, and the news, and nobody has time to keep a current, evidence-backed picture of every relationship.

**DarcyIQ Customer Intelligence gives every customer account a living, AI-maintained profile.** An Account Management Agent researches each account — pulling from your CRM, linked delivery projects, existing intelligence, and the open web — and continuously surfaces what matters: a relationship **health score**, customer **sentiment**, fresh **signals**, risk **alerts**, delivery **milestones**, and concrete **revenue opportunities**. Your account team gets a portfolio they can act on instead of a CRM they have to maintain.

{% hint style="success" %}
**From CRM to action**: Connect your CRM (Salesforce, HubSpot, or Microsoft Dynamics) and your customers sync into a portfolio roster. Run the Account Management Agent on "Acme Corp" — it reads the linked migration project, finds a recent funding announcement, records an expansion opportunity, scores the relationship at 82/100, and emails the account team a digest. When a rep moves the opportunity to *Accepted*, the team is notified automatically.
{% endhint %}

## Who Is This For?

Customer Intelligence is built for teams responsible for growing and retaining existing customers:

* **Account Managers & Account Executives** — keep a current, prioritized view of every account you own
* **Customer Success Managers** — catch risk signals early and track relationship health over time
* **Services & Delivery Leaders** — connect delivery reality to the commercial relationship
* **Sales Leadership** — see portfolio-wide health, pipeline, and at-risk accounts at a glance
* **Partner & Alliance Teams** — track expansion and cross-sell across a book of accounts

## Key Benefits

| Benefit                       | Description                                                                                   | Business Impact                                       |
| ----------------------------- | --------------------------------------------------------------------------------------------- | ----------------------------------------------------- |
| **Living Account Profiles**   | An AI agent keeps each account's overview, health, and intelligence current                   | No more stale CRM notes or "starting from scratch"    |
| **Relationship Health Score** | A configurable 0-100 score blending sentiment, alerts, milestones, delivery, and pipeline     | Spot at-risk accounts before they churn               |
| **Customer Sentiment**        | An agent-assessed read of how satisfied the customer is, with rationale                       | Separate "are they happy" from "is the account busy"  |
| **Evidence-Backed Signals**   | Signals, alerts, and milestones recorded with sources                                         | Decisions grounded in facts, not hunches              |
| **Revenue Opportunities**     | Cross-sell, upsell, renewal, and expansion opportunities with priority and value              | A proactive expansion pipeline per account            |
| **CRM Sync**                  | Accounts, contacts, and opportunities flow in from Salesforce, HubSpot, or Microsoft Dynamics | One source of truth, no double entry                  |
| **Project-Aware**             | Linked delivery projects feed the agent's research                                            | Commercial intelligence informed by delivery reality  |
| **Automatic Notifications**   | Account digests and opportunity status emails to the account team                             | The right people stay informed without manual updates |

## How Customer Intelligence Works

The portfolio runs on a continuous loop: data flows in from your CRM and delivery projects, the Account Management Agent synthesizes it (augmented with web research), and the result is structured intelligence your team acts on.

```mermaid
graph LR
    A["CRM &<br/>Projects"] --> B["Account<br/>Management Agent"]
    W["Web<br/>Research"] --> B
    B --> C["Health &<br/>Sentiment"]
    B --> D["Intelligence Feed<br/>(signals/alerts/milestones)"]
    B --> E["Opportunities"]
    C --> F["Act &<br/>Notify"]
    D --> F
    E --> F
```

| Stage          | What Happens                                                                                                |
| -------------- | ----------------------------------------------------------------------------------------------------------- |
| **Sync**       | CRM accounts, contacts, and opportunities sync in as customers, connections, and pipeline                   |
| **Research**   | The Account Management Agent reads linked projects, existing intelligence, and the open web                 |
| **Synthesize** | The agent records signals, alerts, milestones, contacts, an account overview, sentiment, and a health score |
| **Prioritize** | Opportunities are scored and tiered; accounts are flagged healthy / watch / at-risk                         |
| **Act**        | The team works the roster, advances opportunities, and receives digests and status notifications            |

## Customer Intelligence vs. Projects

Customer Intelligence and [Projects](/organize/projects.md) are complementary:

|                   | Projects                         | Customer Intelligence                          |
| ----------------- | -------------------------------- | ---------------------------------------------- |
| **Focus**         | Delivering a specific engagement | Growing and retaining the overall relationship |
| **Scope**         | One body of work                 | The whole account, across engagements          |
| **Primary users** | Delivery teams                   | Account managers, CSMs, sales                  |

A customer can have many linked projects. The Account Management Agent reads those projects as delivery evidence when it assesses account health and finds opportunities. See [The Account Management Agent](/grow/customer-intelligence/account-management-agent.md) for how project context is used.

## Getting Started

{% stepper %}
{% step %}
**Connect your CRM** Connect Salesforce, HubSpot, or Microsoft Dynamics so your accounts, contacts, and opportunities sync into the portfolio. See [CRM Sync](/grow/customer-intelligence/crm-sync.md).
{% endstep %}

{% step %}
**Open the Customers roster** Review portfolio health, sentiment, and pipeline across all accounts. See [Customers & Portfolio Health](/grow/customer-intelligence/customers-and-health.md).
{% endstep %}

{% step %}
**Assign account teams** Add team members to each customer so they appear in "My customers" and receive notifications.
{% endstep %}

{% step %}
**Run the Account Management Agent** On a customer, run the agent to generate its overview, health, sentiment, signals, and opportunities. See [The Account Management Agent](/grow/customer-intelligence/account-management-agent.md).
{% endstep %}

{% step %}
**Tune scoring (optional)** Adjust deal sizing, priority tiers, and health weights to match how your business thinks about accounts. See [Health Score & Scoring Settings](/grow/customer-intelligence/settings-and-scoring.md).
{% endstep %}
{% endstepper %}

## Next Steps

| Goal                                                  | Documentation                                                                           |
| ----------------------------------------------------- | --------------------------------------------------------------------------------------- |
| Work the portfolio roster and read account health     | [Customers & Portfolio Health](/grow/customer-intelligence/customers-and-health.md)     |
| Understand signals, alerts, milestones, and sentiment | [Intelligence Feed](/grow/customer-intelligence/intelligence-feed.md)                   |
| Manage the expansion and renewal pipeline             | [Opportunities](/grow/customer-intelligence/opportunities.md)                           |
| Run AI-powered account research                       | [The Account Management Agent](/grow/customer-intelligence/account-management-agent.md) |
| Configure health scoring and pipeline settings        | [Health Score & Scoring Settings](/grow/customer-intelligence/settings-and-scoring.md)  |
| Sync accounts and pipeline from your CRM              | [CRM Sync](/grow/customer-intelligence/crm-sync.md)                                     |
| Keep the account team informed automatically          | [Notifications & Digests](/grow/customer-intelligence/notifications.md)                 |
| Learn about AI agents in DarcyIQ                      | [Agents](/core-features/agents.md)                                                      |


---

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