Keep track of the topics discussed and the people who brought them up

Once you engage with a customer, you need to make sure that every single conversation session is documented. It is important to track what has been discussed and who said what.

Such documentation will be very useful for the product manager who plans and manages conversation with customers. It is important to keep track of the people who attended and what specific ideas and thoughts they shared during work sessions. Document the questions customers pose and make it a point to cover them in subsequent sessions.

Keep track of the person who asked a question or shared a thought. It is not enough if you just associate the thought with a customer. It is important that you associate a thought with a person. A technique you can follow to keep track of this is to always write down the name of the person who shares a thought and then write down the thought. This way, you can always associate that thought with a person rather than a company.  It is much better to say  “Jane from ABC Corp, who manages their warehouse operations said this” than to say “Someone in ABC Corp said this”.