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Customer Feedback Intelligence

Customer feedback is fragmented across Sales, CS, support, calls, and feature requests.

Career signal: Product Strategy, Product Operations, Product Management

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1. Problem

Customer feedback is fragmented across Sales, CS, support, calls, and feature requests.

Roadmap and GTM cannot see themes with account and revenue context attached.

Without this: Duplicate requests, lost commitments, and no closed loop from request to release.

2. Users

Primary: Product and product operations

Secondary: AEs and CSMs who captured the original signal

Job: See what customers are asking for, how often, and what it is worth — then close the loop.

3. Evidence

Sales–product feedback loops at Truffle, plus release work that needed prior requests, POC blockers, and lost-deal gaps in one place — not a standalone feature tracker.

4. Goals and non-goals

Goals

  • Ingest and classify feedback with account context.
  • Deduplicate themes and attach revenue / stage context.

Non-goals

  • Replacing the product backlog tool.
  • Auto-committing roadmap items from sentiment.

5. MVP

A theme board sourced from field notes, with account tags and duplicates collapsed.

Question the MVP tests: Does structured feedback change prioritization faster than a raw request list?

6. Workflow

  1. Feedback sources
  2. Ingestion
  3. Extraction
  4. Classification
  5. Deduplication
  6. Account / revenue context
  7. Themes
  8. Prioritization

7. System design

Plain language

  1. Sources
  2. Ingestion
  3. Normalization
  4. Themes
  5. Prioritization
  6. Closed loop

Technical

  1. CRM / call / ticket sources
  2. Ingestion workers
  3. Extraction and classification
  4. Postgres
  5. Prioritization UI

8. Data model

  • Signal
  • Theme
  • Account
  • Evidence
  • Persona
  • Outcome

9. Metrics

Operational

  • Reduced duplicate work
  • Faster theme identification

Behavioral

  • Product review of themed feedback

Business

  • Hypothesis: better roadmap prioritization and closed-loop customer communication

10. Business impact hypothesis

If feedback is themed with account context, roadmap prioritization and closed-loop communication should improve. No fake revenue attached.

11. Tradeoffs

  • Human confirmation of themes before they hit roadmap reviews.
  • Account context over volume-only scoring.

12. Prototype

Designed system. The field loop exists; the intelligence layer is not a shipped app.

Intended value

  • Faster identification of product themes
  • Better roadmap prioritization
  • Reduced duplicate work
  • Stronger closed-loop customer communication

13. What I would build next

  • CRM and call-note ingestion.
  • Deduplicated themes.
  • Join to release intelligence when a theme ships.