Created by : Deepak Deolalikar at Business of Products

productsos.substack.com

@Deepak Deolalikar

www.linkedin.com/in/deepakdeolalikar

Newsletter: www.businesssofproducts.com/articles

Introduction

This template can help you systematically capture customer feedback, action items, and post-meeting notes, ensuring that you have a clear record of the discussion and a plan for addressing feedback and implementing improvements.

Audience: Your existing customers who have used your product.

Always check with your customer success and sales team on which customers you can speak with.

Ideally, you want to talk to customers who have been using for more than 1 year and are not at risk of churn. These customers have used the product long enough derive value and are in a position to share their product experience.

Look for customers who have had either very good usage or poor usage of features.

Make sure you target customers who will provide the relevant information you are trying to seek. For example, if you are trying to learn more about how customers are using a product in a particular use case, then seek out those customers who are using it accordingly. Check product usage to determine that.

Avoid

• newly onboarded customers. They will only be able to share their onboarding experience which could be still in process
• customers at risk - Check with customer success team if the customers you want to talk to are at risk of churn. If they are, then don't rock the boat because the sales and success team are trying to save that customer. Unless there is a specific product capability the customers wants to discuss, but thats not a discovery meeting.
• Customers you have spoken to before - If you have already spoken to a customer, then there is no need to talk again unless there is a new sponsor or they are using new products from you. Or perhaps using your product for a different use case. If nothing has changed from the customer perspective, you will likely not get new information.

Related Reading:

Leveraging Customer Feedback for Growth

Length : 30-45 minutes

Agenda

1. Introductions

2. Product feedback

3. Product updates

4. Other topics

Discussion Topics

1. Introductions

   Introduce your team.

   Then ask for their introduction - Name Role in company How long they have been in the company How familiar are they with your product, how often do they use ? What is the scope of their responsibility? Which department do they work in? (you can use this later to refine your personas and make shapes of your segments)