RELATED IDEAS
Make it easier to capture and track Organization-specific customer notes
Our PMs talk to customers all the time. We want to use Aha for basic CRM such that anytime one of us talks to an organization, we capture an indexed, searchable note for that customer detailing who, what, when, and topics. Maybe we're interviewing about a specific new enhancement, so we could tag these notes against relevant epics, features, etc. Later, when viewing a given (say) epic, we could see all the org/customer notes that were associated with it. This isn't extending existing Notes, more about orienting notes directly to Organizations.
We've built something approximating this using custom tables within Organizations, but it's clunky. We can tag epics, features, and such within a given customer note, but when you view the (say) epic, it doesn't show up as a related item.
Rough flow:
I have a call with Customer X, so I open Aha to that Organization.
I can look through previous notes that other PMs have had with Customer X, including details of who they met with and what they said.
I talk to the customer and capture notes on the conversation in a unique note. I tag this note to Feature A and Feature B since they have interesting feedback on that.
Later I open Feature A and see this as one of several customer notes PMs have taken that are relevant.
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Having the capability to link one note to many customers/ organizations or contact would be great. Some of the other relevant document types that could be linked are empathy sessions, whiteboards, and other related artifacts similar to the RESEARCH tab within the Features record type but also important to incorporate ACTIVITIES such as empathy sessions, meetings, round tables, live sessions, and more.
I could absolutely use this for the same reasons listed above. In product marketing I'm having several conversations weekly with customers and with sales to discuss market problems and gaps. I need to find the best place to document these conversations as they relate to something that is being considered for the roadmap to track data that supports the pervasive issues.
Hi Brian, that definitely makes sense. Thank you for the well thought out suggestion, as usual. We are actively considering making improvements in this area and will keep this idea up-to-date.
Thanks, Kelly, we always appreciate your input. The challenge we've had with using existing Notes comes down to how notes are organized. Notes fall within a given workspace, which is hard to handle across disparate PM groups who don't all have permissions to the same workspaces. In the model I described above, the "top level" thing is the customer/organization, not the workspace where the note exists. Make sense?
Thanks for this idea. It's great that your PMs talk to customers often and we want to support that!
While it isn't the full solution you are suggesting, we did recently enable linking notes to organizations and contacts.
For example, we personally:
Use a template for our customer call notes and organize them in folders within the product workspace
We link those notes to the customer organization and relevant features and ideas we are discussing
We can then see these notes from the organization's Related tab, same as with features or ideas
We'll consider further building out this PM-CRM in our future roadmap.