Customer Call Template
Capture what you learned. The problem underneath the request, not the feature they asked for.
Context
Section titled “Context”Who We Talked To
Section titled “Who We Talked To”- Name: [Contact name]
- Role: [Title/role]
- Company: [Company name]
- Segment: [Enterprise / Startup / etc.]
- Persona: User / Admin / Sponsor. Which persona does this contact map to?
What We Were Trying to Learn
Section titled “What We Were Trying to Learn”[1-2 sentences about the goal of this call]
Background
Section titled “Background”[Brief context about the customer: how long they’ve been using the product, what they use it for, etc.]
Jobs Discovered
Section titled “Jobs Discovered”What jobs did we uncover in this conversation?
When [situation they described], they want to [what they’re trying to do], so they can [outcome they’re seeking].
Struggling Moments
Section titled “Struggling Moments”What triggered them to look for a solution?
Trigger 1: [Describe a specific moment of frustration or failure they shared]
Forces Observed
Section titled “Forces Observed”| Force | Type | Quote/Evidence |
|---|---|---|
| [e.g., “Current setup is slow”] | Push toward | ”We’re spending 2 hours a day waiting” |
| [e.g., “Migration is scary”] | Push away (anxiety) | “We’ve been burned by migrations before” |
| [e.g., “Team wants modern tooling”] | Pull toward | ”Engineers keep asking for better DX” |
| [e.g., “Familiar with current tool”] | Habit | ”We know the current tool, even if it’s painful” |
Key Takeaways
Section titled “Key Takeaways”Top 3-5 insights from this call:
- [Takeaway 1]: [Brief explanation]
- [Takeaway 2]: [Brief explanation]
- [Takeaway 3]: [Brief explanation]
Quotes
Section titled “Quotes”Verbatim quotes that capture important insights:
“[Quote 1]” (on [topic])
“[Quote 2]” (on [topic])
Implications
Section titled “Implications”What should we do with this information?
Product Implications
Section titled “Product Implications”- [Implication 1]
- [Implication 2]
Jobs to Prioritize
Section titled “Jobs to Prioritize”- [Job 1]
- [Job 2]
Follow-up Actions
Section titled “Follow-up Actions”Loop closed: [ ] Yes, customer informed of outcome / [ ] Pending, follow-up by [date]
- [Action 1]
- [Action 2]
Raw Notes
Section titled “Raw Notes”[Detailed notes from the call, or link to transcript]
Related
Section titled “Related”- Projects: [Link to related projects]
- Specs: [Link to related specs]
- Other Research: [Link to related research]
Last Updated: YYYY-MM-DD