My org has a challenge with capturing and cataloging customer challenges/complaints/kudos. The sales/dev teams don’t have access to our notes, what is the best way to share this info in a meaningful way across departments?

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3 Answers

Customer Marketing Strategy

Kexin Chen

Harvey Vice President Marketing • 1y

From a tech standpoint, we did this via our CRM. We created a custom object directly on the contact record and would track feedback. For us, we could set up automations to alert various groups/people on slack. If you're an SMB, Zapier can help make it easier to automate across your tech stack. Separately at the account level, it could also help to have a consistent set up for NPS. We also had a field to tag red accounts for the customers that required critical, cross functional support. For our ...Read More

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Matt Hummel

Pipeline360 Chief Marketing Officer | Formerly Demandbase, Thomson Reuters • 2y

I'd recommend two things - 1) set up a dedicated slack channel that captures these notes. Whether it's a product enhancement request, a complaint, or a kudos - make this channel dedicated to customer/product feedback. Second, you need to implement a process by which this is discussed. That could be translating these notes into an excel file (btw, I'm sure there's an AI tool for this!), but then they need to be reviewed/discussed. One thing I've seen work well is a 30 minute meeting once a week t ...Read More

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Erika Barbosa

Counterpart Marketing Lead | Formerly Issuu, OpenText, Webroot • 3y

There are several ways I could recommend going about this, but I’m going to start with the fastest ways you can approach this situation and make an immediate impact. Even if you only put the notes in a Google or Word doc that was shared, this would start the process. Can you share customer highlights during team meetings? Do you have subteams where you can do read-outs on an ongoing basis? Alternatively, can you host office hours where this information can be discussed? Depending on the sophisti ...Read More

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