This document provides a framework for customer success managers to discover and share customer insights. It discusses conducting curiosity calls with customers to gain unspoken or unexpected insights. The framework involves assessing a company's innovation, insights, value-add, customer service and core offering from the customer's perspective. Customer insights should then be shared with relevant teams through executive summaries highlighting insights and recommended actions. The goal is to use customer feedback to make real improvements that can increase value, revenue, sales messaging and reduce churn.