Find customer demand across Sales, Support and Customer Success. See who mentioned it, what they said and what changes after a release.
Ask across conversations shared by Sales, Support and Customer Success. Understand the need, investigate repeat issues and check what customers say after a release.
What’s behind the requests for our analytics tier?
The requests point to different needs: an export, a pricing question and a renewal discussion.
Helios would move the whole team if analytics included the export.
BluePeak asked whether analytics is priced per seat.
Northstar would like analytics before renewal; no commitment was made.
One account asks Sales. Another emails Support. Product needs to see who is interested and what they actually need.
Track the topics your team cares about. Select an account to read its requests, questions and conditions across conversations.
6 mentions 4 accounts
“We’d move the whole team over if the analytics tier came with the export”Customer success
“Is the analytics tier on the enterprise plan?”Support
Support hears about a failed sync. Customer Success hears about manual work. Sales hears that a rollout is on hold.
Track a topic by account and week across shared conversations. Open a conversation marker to read what that customer said.
| Week of | 1 Sep | 8 Sep | 15 Sep | 22 Sep | 29 Sep | 6 Oct | 13 Oct | 20 Oct | 27 Oct | 3 Nov | 10 Nov | 17 Nov | 24 Nov |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Helios4 | |||||||||||||
| Northstar3 | |||||||||||||
| Vantage3 | |||||||||||||
| BluePeak3 | |||||||||||||
| Aster2 | |||||||||||||
| Kestrel2 | |||||||||||||
| Orion2 | |||||||||||||
| Marlow2 | |||||||||||||
| Solvik2 | |||||||||||||
| Tarn2 | |||||||||||||
| Brenna1 | |||||||||||||
| Mentions | 0 | 1 | 6 | 5 | 4 | 3 | 1 | 0 | 3 | 2 | 1 | 0 | 0 |
“The invoice sync failed again at month end, third time”Support
A count says the topic came up. The customer’s sentence tells you what happened.
Open a topic’s conversations and scan the relevant sentences by team. Your company’s sharing rules determine which conversations appear.
“The invoice sync dropped three invoices again”
“The invoice sync dropped them, so finance re-keyed the invoices by hand”
“The invoice sync failed on the last day of the month”
“The invoice sync shows them paid here, unpaid there”
“Invoice sync error, third week running”
“Is the invoice sync flaky?”
The same topic still comes up. Is the problem recurring, or are customers talking about something else?
Compare topic mentions across weeks, then open the customer statements behind a bar to see what changed.
“The invoice sync is fine now. The export still has the wrong status.”
“The invoice sync works now, but the export still says draft”
“The invoice sync is working, but exported invoices still appear as drafts.”
The quarter’s requests and recurring issues are spread across Sales, Support and Customer Success.
Ask across a chosen period for the topics and accounts behind them. Schedule the question as a report, with sources your team can check.
Which product topics came up, and what did customers say?
Interest, packaging questions and a requirement for export support.
Helios, BluePeak, Orion, Northstar“We’d move the whole team over if the analytics tier came with the export”
Customers asked to export invoices into their finance tools.
Vantage, Aster, Tarn“Can we export these invoices straight into our finance tool?”
Feedback includes missing invoices, payment-status differences and export issues after the sync improved.
Helios, Northstar, Vantage, BluePeak, Aster, Kestrel, Orion, Marlow, Solvik, Tarn, Brenna“The invoice sync dropped them, so finance re-keyed the invoices by hand”
“The invoice sync works now, but the export still says draft”
Practical ways your team can prepare, decide and follow through.
Customer Success can follow account issues. Sales can see buying conditions. Leadership can understand demand across teams, all from shared conversations.
6 mentions · 4 accounts
26 mentions · 11 accounts
Customer successBluePeak: the sync works; the export still says draft.
Customer success · 30 Oct · 41:30Explore customer success
SalesNorthstar asked for analytics before the renewal.
Sales · 21 Oct · 27:10Explore sales
LeadershipFour accounts mentioned the analytics tier across three teams.
Sep–Nov · 6 conversationsExplore leadershipSee customer demand, recurring issues and feedback after a release, with the conversations behind them.
