Every piece of feedback comes from someone. The Customers section, in the left sidebar, gathers those people and their companies, so you can see what each customer asked for and weigh your discoveries by who is asking.
Users and companies
Users are the people who gave feedback, identified by their email.
Companies are the organizations they belong to, identified by their name.
Most customers are created for you, when feedback arrives from an integration. You can also create them by hand with +, or import them from a file or your CRM: see Bring your customer data into Harvestr.
A customer's profile
Click a user or a company to open its profile. You'll find:
all the feedback they sent
the discoveries that feedback is linked to. Click Open in discoveries view to see them as a filtered backlog: handy before a customer call.
their attributes (plan, ARR, industry, and so on) and segments
for a company, its users
From the ⋯ menu, you can edit the profile, choose which attributes show, or export the customer's feedback.
Attributes
Attributes describe your customers with the data your business already tracks. They come from your CRM sync (Intercom, HubSpot, Salesforce) or from an import. They're what makes Rollup fields possible, such as the total ARR of the customers behind a discovery.
Attribute values can't be edited by hand in Harvestr. To change one, update it in your CRM and let the sync bring it in, or re-import it with the Excel template.
To choose which attributes show on profiles, and in what order, click Manage attributes in the ⋯ menu of a profile. Drag them to reorder, or move the ones you don't need to Hidden attributes.
Segments
Segments group customers you want to look at together, such as Enterprise or Churn risk:
Static segments: you pick who's in. Create one with Add segment in the sidebar, then add customers from the list or from their profile.
Dynamic segments (Scale plan and above): filter customers on their attributes, then click Save as new segment. Membership updates by itself as attributes change.
Use segments to filter your discoveries and see what a given group of customers needs. See Build customer segments to focus prioritization.
Keep your customer base clean
Duplicate companies: click the magic wand above the companies list and choose Remove companies doubles. Harvestr finds companies with near-identical names and merges them. To merge two specific companies, open one and use Merge with another company.
Wrong customer on a piece of feedback: see Link feedback to the right customer.
Contacting a group: select users in a list and click Copy emails.
A customer linked to feedback can't be deleted, so the feedback never loses its requester.