The best discovery call happens before the discovery call.

A CSM told me this week that her renewal conversations are easiest when she's been engaging with the customer's content between QBRs. Not selling. Not checking in. Just being present.

When the renewal comes, it's not a negotiation. It's a continuation.

The same principle applies to new business. The conversation doesn't start when you book the meeting. It starts when they first notice you exist.