Feedback without a customer attached is an opinion. Feedback with one is a signal you can weigh.
Knowing who said what lets you:
segment and prioritize: whose feedback is this, and how much do they matter to you?
find beta testers: the people who asked for it are the people who should try it
close the loop: tell them when it ships
Every piece of feedback in Harvestr has a customer attached: a user, a user with their company, or a company alone, depending on what was known when it came in.
Change the customer on a piece of feedback
Click Change next to the submitter's name.
Watch the submitter vs customer distinction. When a CSM relays what a client told them, the customer is the client, not the CSM. Getting this backwards collapses your whole account base onto a handful of internal names.
How customers get created
From incoming feedback
When feedback arrives from an integration, such as Zendesk, Intercom, Salesforce or Slack, Harvestr creates the customer automatically if they don't exist yet.
If they already exist, the new feedback is attached to that same customer, whatever channel it came through. One person, one record, however many tools they reach you on.
From your CRM
If you sync customers from HubSpot or Salesforce and enable "Make all of your CRM users and companies searchable when assigning feedback to customers in Harvestr", you can pull any CRM record into Harvestr just by searching for it when assigning feedback.
Only the records you actually use get created, so your CRM stays the source of truth and Harvestr doesn't become a second copy of it.
In bulk, from a spreadsheet
Import users and companies, with their attributes and associations, via the Excel/CSV import.
By hand
Create a customer directly from a piece of feedback:
Or from the Customers section:
Customers follow their feedback into Discoveries
Link a piece of feedback to a Discovery, and its customer is attached to that Discovery too. You never maintain the list by hand.
That gives you, on every Discovery, the list of who's asking, ready when you need to pick interviewees, size the impact, or send a release note.
See everything one customer is asking for
Open a user or a company, go to its Discoveries tab, and click Open in discoveries view in the top right.
This takes you to the Discoveries page, filtered to that customer alone, so you get the full table with your own columns, filters and sorting instead of a simple list. Useful before a renewal call or a QBR, to see what that account has asked for and where each request stands.
The breadcrumb keeps the customer's name, so you can keep browsing your Components while staying inside that customer's Discoveries.
Related
Measure the impact of your discoveries with Rollup fields: turn attached customers into numbers you can prioritize on