PostHog · ja-me-sk · Oct 13, 2025 · Oct 14, 2025 · Oct 15, 2025 · greptile-apps
diff --git a/contents/handbook/engineering/visiting-customers.md b/contents/handbook/engineering/visiting-customers.md
@@ -41,4 +41,6 @@ In between the sessions you’ll have opportunities to code. It makes sense to p
 ## After the onsite
 Revisit the transcripts of all sessions – you should record everything in Buildbetter or a similar tool. Share what you’ve learned with your team and discuss if any quarterly goals need to be re-prioritized based on the learnings. Summarize the features or improvements you shipped during or right after the visit and send a thank-you message to the customer's Slack that lists them clearly.
 
+It's important for visibility to notate on the account that a customer visit took place. We can do this in Vitally, by creating a new note on the account, with the "On-site" category and copying any known people on the account to be aware of the note content.  This can be helpful in many ways even if no primary person at PostHog is managing their account today. BuildBetter calls should automatically attach to the account along with any existing email conversations.  
-It's important for visibility to notate on the account that a customer visit took place. We can do this in Vitally, by creating a new note on the account, with the "On-site" category and copying any known people on the account to be aware of the note content.  This can be helpful in many ways even if no primary person at PostHog is managing their account today. BuildBetter calls should automatically attach to the account along with any existing email conversations.  
+It's important for visibility to notate on the account that a customer visit took place. We can do this in Vitally, by creating a new note on the account, with the "On-site" category and copying any known people on the account to be aware of the note content.  This can be helpful in many ways even if no primary person at PostHog is managing their account today. BuildBetter calls should automatically attach to the account along with any existing email conversations.  
-It's important for visibility to notate on the account that a customer visit took place. We can do this in Vitally, by creating a new note on the account, with the "On-site" category and copying any known people on the account to be aware of the note content.  This can be helpful in many ways even if no primary person at PostHog is managing their account today. BuildBetter calls should automatically attach to the account along with any existing email conversations.  
+It's important for visibility to notate on the account that a customer visit took place. We can do this in Vitally, by creating a new note on the account, with the "On-site" category and copying any known people on the account to be aware of the note content.  This can be helpful in many ways even if no primary person at PostHog is managing their account today. BuildBetter calls should automatically attach to the account along with any existing email conversations.  
+
 Just as important is following up in the weeks after. Customers should feel the visit was worth their time, and a big part of that is quickly actioning the items they raised, even if it’s just small fixes or clear updates on progress. This builds excitement and goodwill, shows immediate impact, and shows them it was worth investing their time with you. Most importantly, you’ll walk away with a much deeper understanding of how your product is really used.
diff --git a/contents/handbook/growth/sales/expansion-and-retention.md b/contents/handbook/growth/sales/expansion-and-retention.md
@@ -91,6 +91,8 @@ Generally speaking you should be trying to regularly see customers in your book
 
 If you regularly visit customers, you can (and should) take some sweet merch. You can self-serve this using [a discount code pinned in our team Slack channel](https://posthog.slack.com/archives/C01MGUHFH6G/p1734015156043549) to get 100% off your order.
 
+Make sure to log notes in Vitally when customer visits take place. This can be done by creating a new note with the "On-site" category and describing any key details and takeaways.
+
 ## Steady state retention
 
 These are customers that are happily using PostHog long term, and are neither a churn risk nor likely to have expansion potential. Managing this group is much more automated and taken care of by CSMs, who do things like tracking usage and setting up alerts in Vitally to trigger outreach from us when a customer changes their usage behavior (either up or down).