Customer Contact Notes are an Excellent Resource

June 12th, 2009 Author: wmeurer

Small companies like us can’t perform a lot of usability studies or afford focus groups; we just don’t have the resources. So, we’re constantly asking ourselves, “How are we going to get in better touch with what our customers are doing and what they need to better manage their contracts?”

Among those with answers are our Business Development and Support folks. Turns out, they take pretty good notes when they talk with customers, both current and prospect. They readily shared the info they have, in the name of improving the user experience.

We’ve recently spent some time reading that info. It has immediately begun to refine our understanding of what’s important to our customers. We’re always looking to narrow the gap between the real world of working with contracts and what our perception of that is, and this is an excellent, resource-affordable way to do that.

Entry Filed under: User Interface