Tracking Feature Request and Overall Client Feedback
As the only Client Success person in the company, I'm having a hard time figuring out the best way to present feature requests and overall feedback that I hear from my customers.
Right now, our company uses Hubspot as our CRM platform so I use the "Tickets" tool to track issues that our client reports. I'm not the biggest fan of Hubspot but it gets the job done for tracking and organizing those types of issues (bugs, password issues, troubleshooting, etc). Other tools that we are using are Asana, Slack, and Intercom
Luckily, most of the conversations I have with my client aren't about things that are broken with our product but more about what features we can add to make their lives easier. I would like to present these findings to our Product Manager and CEO that is digestible for them to make a decision on which features brings more value to our product overall. Both are very analytical so being detailed with this information very important.
For those who worked at the beginning of an Early Staged SaaS company, what did you find was the best way to track these requests when you didn't have a lot of customers but you wanted to make sure you tracked every interaction you had with them? Is it more of a summary in an spreadsheet? Do I break down the features into categories (i.e Won't, Should, Must, Could)?
Thank you so much for creating this community. Looking forward to hearing your feedback!
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