Duarte, Inc..
CSM account handover — Adri → Sebastian. Communication consulting & presentation design. Sentiment at handover: Fair · trending At-Risk.
Account overview Fair · trending At-Risk
Transition: Adri → Sebastian
| Industry | Communication consulting & presentation design |
| Founded | 1988 |
| HQ | Mountain View, CA |
| Employees | 51–250 (~85–90) |
| Funding model | Company balance (no kit/MOQ) |
| Customer since | Nov 18, 2021 |
| Last interaction | Feb 17, 2026 (~3 months quiet) |
| Sentiment | Fair, trending At-Risk |
Relationship map
Liz Franco (Project Manager, admin) runs everything day-to-day — very strong relationship. Julie Leong is secondary admin/approver. Diandra Macias owns design/brand. Nancy & Mark Duarte (founders) are awareness-only.
Open items & commitments
- Account quiet ~3 months (last touch Feb 17) — re-introduction is most time-sensitive.
- Wellness-budget mischarge — order #260114174544.939381 pulled from wellness budget; confirm resolution with Help.
- Advanced reporting follow-up — promised "after Holiday season" (open since Sep 2025).
- Unspent rewards ($11,762.13) expiry policy — not currently supported; propose a cadence.
- Auto-reminder feature — Liz asked it be turned off (May 2025); verify.
- CRM hygiene — record shows "Liz Unknown"; update to Liz Franco. Reconcile the "Lost" All-Hands order that did ship.
Risk & opportunity
3-month engagement gap after a billing issue. Dense 2025 issue history (card fraud ×2, refund-to-expired-reward, $0-reward display bug, wellness mischarge). Unanswered product asks. Single point of contact (Liz).
Recommended first actions
Intro email to Liz leading with the Jan 16 ticket resolution, book a 30-min reset call before mid-June, close the two stale product asks, and clean up the CRM artifacts.
Source: confidential CSM handover document (Duarte, Inc.). Internal use only.