What do you use to document the findings from customer conversations?
How do you go about documenting, organizing and finding patterns in your customer conversation findings?
How do you go about documenting, organizing and finding patterns in your customer conversation findings?
This is very wonky, so I'd love to hear from someone who's doing it better, but one methodology I use to see word patterns:
*added a "customer comment" field to Pipedrive and use that to put direct quotes that are attached to the customer records
*do an export to CSV periodically
*copy/paste the "customer comment" data into a word cloud generator (like https://monkeylearn.com/word-cloud/)
*see if there are any common words/phrases that jump out
Of course this only gives you a super high level look, but it can be revealing. You also have to be diligent about recording the comments (you'll thank yourself later).