Customer Intel

Purpose

Aggregate and analyze customer feedback from all sources - meeting notes, person pages, feedback captures - to identify patterns, prioritize pain points, and inform product decisions.

Usage

• /customer-intel - Review last 30 days of feedback
• /customer-intel [timeframe] - Specify timeframe (e.g., "last week", "Q1", "last 90 days")
• /customer-intel [customer-name] - Deep dive on specific customer

Step 1: Gather Customer Feedback

Search across multiple sources for customer mentions:

Primary Sources

1. 00-Inbox/Meetings/ - Meeting notes from last 30 days (or specified timeframe)

   • Search for: customer names, company names, "customer said", "feedback", "pain point"

2. People/ - Customer person pages (External/ directory)

   • Check for recent notes, pain points mentioned, feature requests

3. 00-Inbox/Customer_Feedback/ (if exists) - Dedicated feedback captures

4. 04-Projects/ - Customer mentions in project context

Keywords to Search

• Pain points: "frustrated", "pain", "problem", "issue", "struggle"
• Feature requests: "want", "need", "wish", "could we", "feature request"
• Competitive: "competitor", "vs", "compared to", "switching"
• Positive: "love", "great", "works well", "helpful"

Step 2: Categorize and Theme

Group findings into categories:

Pain Points

• What customers are frustrated with
• What's not working for them
• What's taking too long or too manual

Feature Requests

• Specific features customers have asked for
• Capabilities they wish existed
• Improvements to existing features

Competitive Intel

• What competitors are doing better
• Why customers might switch
• What we're missing vs competition

Wins

• What customers love
• What's working really well
• What differentiates us positively

Step 3: Identify Patterns

For each theme, identify:

1. Frequency - How many times this was mentioned
2. Customers - Which customers mentioned it
3. Urgency - High (blocker), Medium (painful), Low (nice-to-have)
4. Trend - Increasing, stable, or decreasing mentions

Step 4: Cross-Reference with Roadmap

Check if pain points or requests are already being addressed:

1. Search 04-Projects/ for related work
2. Note if addressed, planned, or not on roadmap
3. Flag opportunities where demand exists but no work planned

Step 5: Generate Intelligence Report

Present findings in this format:

# 🎯 Customer Intelligence Report

**Period:** [Timeframe]
**Sources analyzed:** [Count] meetings, [Count] person pages, [Count] feedback captures
**Customers represented:** [Count]

---

## 🔥 Top Pain Points

### [Pain Point Theme]
**Mentioned by:** [X customers] ([Customer names])
**Frequency:** [X mentions] in last [timeframe]
**Urgency:** High / Medium / Low
**Trend:** ↑ Increasing / → Stable / ↓ Decreasing

**Details:**
- "[Quote from customer 1]" - [Customer name], [Date]
- "[Quote from customer 2]" - [Customer name], [Date]

**Roadmap status:** [On roadmap / Planned / Not planned]
**Related project:** [Link to 04-Projects/ file if exists]

---

## ✨ Feature Requests

[Same format as pain points]

---

## 🏆 Competitive Mentions

[Same format]

---

## 💚 What's Working

[Same format]

---

## 🎯 Recommendations

### Immediate Actions
1. [Action based on high-urgency items with increasing trend]
2. [Action based on frequency across multiple customers]

### Product Opportunities
1. [Opportunity where demand exists but no roadmap coverage]
2. [Opportunity where competitive gap is mentioned]

### Customer Follow-Ups
1. [Customer name] - [Why to follow up]
2. [Customer name] - [Why to follow up]

---

## 📊 Summary

**High-urgency items:** [Count]
**Feature requests:** [Count unique requests]
**Competitive threats:** [Count mentions]
**Customers needing follow-up:** [Count]

**Top 3 insights:**
1. [Insight with the strongest signal]
2. [Insight with increasing trend]
3. [Insight with competitive implication]

Step 6: Offer Actions

After presenting the report, ask:

"Want me to:

1. Create a feature brief for [top requested item]?
2. Update person pages with this intelligence?
3. Generate a stakeholder memo on these findings?
4. Deep dive on [specific customer or theme]?"

Timeframe Parsing

Support natural language timeframes:

• "last week" = 7 days
• "last month" = 30 days
• "last quarter" = 90 days
• "Q1" = Jan 1 - Mar 31 of current year
• "last 90 days" = 90 days

Customer-Specific Deep Dive

When user specifies a customer:

1. Pull all mentions of that customer across all sources
2. Build chronological timeline of feedback
3. Identify their top pain points and requests
4. Show progression of their sentiment over time
5. Link to their person page for full context

Integration with Other Skills

• After running this: Suggest /feature-decision for top requested items
• If competitive gaps found: Suggest /roadmap to check coverage
• If customer follow-ups needed: Suggest /meeting-prep [customer]

Example Output

# 🎯 Customer Intelligence Report

**Period:** Last 30 days (Dec 29 - Jan 28)
**Sources analyzed:** 23 meetings, 12 person pages, 5 feedback captures
**Customers represented:** 18

---

## 🔥 Top Pain Points

### Reporting Takes Too Long
**Mentioned by:** 4 customers (Acme Corp, TechStart, GlobalCo, DataFlow)
**Frequency:** 7 mentions in last 30 days
**Urgency:** High (2 customers called it a "blocker")
**Trend:** ↑ Increasing (3 mentions this week vs 1/week prior)

**Details:**
- "Takes 2 days/month to compile reports manually. Need real-time dashboards." - Sarah (Acme), Jan 24
- "Our team wastes hours every week on reporting. This should be automated." - Mike (TechStart), Jan 20
- "Reporting pain is my team's #1 complaint. They avoid the system because of it." - Lisa (GlobalCo), Jan 15

**Roadmap status:** Not planned
**Related project:** None

---

### Mobile App Performance
**Mentioned by:** 3 customers (Acme Corp, StartupX, InnovateCo)
**Frequency:** 5 mentions in last 30 days
**Urgency:** Medium
**Trend:** → Stable

**Details:**
- "Mobile app is slow to load. Team doesn't use it in the field." - John (StartupX), Jan 18
- "Love the desktop experience but mobile needs work" - Sarah (Acme), Jan 12

**Roadmap status:** On roadmap (Mobile App Refresh project)
**Related project:** 04-Projects/Mobile_App_Refresh.md

---

## ✨ Feature Requests

### Real-time Notifications
**Mentioned by:** 5 customers (Acme, TechStart, GlobalCo, StartupX, FastGrow)
**Frequency:** 8 mentions in last 30 days
**Urgency:** Medium
**Trend:** ↑ Increasing

**Details:**
- "We miss important updates because we don't check the app constantly" - Sarah (Acme), Jan 24
- "Push notifications would be game-changing for our workflow" - FastGrow team, Jan 19

**Roadmap status:** On roadmap (Q1 beta launch Feb 5)
**Related project:** 04-Projects/Real_Time_Notifications.md

---

## 🏆 Competitive Mentions

### Competitor ProductX Has Better Dashboard
**Mentioned by:** 2 customers (TechStart, DataFlow)
**Frequency:** 3 mentions
**Urgency:** High (1 customer evaluating switch)
**Trend:** ↑ Increasing (new threat)

**Details:**
- "ProductX's dashboards are way ahead of yours. We're evaluating a switch." - Mike (TechStart), Jan 20
- "Showed us ProductX demo. Their reporting is impressive." - DataFlow, Jan 16

**Roadmap status:** Not planned
**Related project:** None

---

## 💚 What's Working

### API Integration
**Mentioned by:** 6 customers
**Frequency:** 9 positive mentions

**Details:**
- "API is rock solid. Never had integration issues." - Multiple customers
- "API docs are best-in-class" - Developer at InnovateCo

---

## 🎯 Recommendations

### Immediate Actions
1. **Address reporting pain** - 4 customers, increasing trend, 2 calling it blocker
2. **Respond to ProductX competitive threat** - TechStart evaluating switch

### Product Opportunities
1. **Real-time dashboards** - Strong demand (7 mentions), no roadmap coverage, competitive gap
2. **Automated reporting** - Clear pain point, affects multiple workflows

### Customer Follow-Ups
1. **TechStart (Mike)** - At-risk due to ProductX evaluation, needs reporting solution
2. **Acme Corp (Sarah)** - Consistent high-value feedback, strong champion, engage on roadmap

---

## 📊 Summary

**High-urgency items:** 3
**Feature requests:** 12 unique requests
**Competitive threats:** 2 mentions
**Customers needing follow-up:** 2

**Top 3 insights:**
1. **Reporting pain is accelerating** - Went from background complaint to blocker status
2. **ProductX emerging as competitive threat** - New mentions this month, dashboard focus
3. **Mobile performance preventing adoption** - 3 customers, but already on roadmap