Best way to manage adding customers to existing ideas

[Annie O_Brien]

What is the best way to add another customer to an existing idea? I'm in the process of setting up JPD for my organization and I'm wondering if any one has feedback on this.

I need to be able to say "Idea A has 10 customers attached to it" and be able to see the problem statement/reason why each customer wants the idea. In our current intake process, we have a massive problem with duplicate ideas and I'm hoping JPD can help alleviate some of this. 

Ideally when a new customer is added to the idea, we are able to capture: customer name and their problem statement. Would fields on the ideas be the best way? Or using the Insights tab? From what I've seen of the Insights tab so far, it seems like it may be a little too free form for our needs. 

Thanks!

[Nick Haller · Accepted solution]

Hi @Annie O_Brien ,

Not sure if this would help, but you could consider using a combination of field(s) and insights within a custom formula.

The field could represent the customer(s), while the insights record information of each customer's problem statement/reason why each customer wants the idea.

Maybe something like this:

^ The Customer Input is a roll-up formula that sums the Customer Name (multi-select field), and the Insights. The total might share more value of the idea, and why it means more to these customers, especially if more are asking for it meaning the number is larger

A roll-up formula is just one example of what could be used in the custom formula as well. Hoping this at least shares some possibilities.  

[Annie O_Brien]

Hi Nick - Thanks for the suggestion! I think insights + a custom formula is the way to go.

I'd also like to take the impact from each insight and get an average impact across all customers requesting that idea. Thoughts on if a custom formula could work there?

[joachim ramberg · Accepted solution]

Hi,

Instead of using a customer count (which insights are good for) I've selected a specific number of customers from different segments togheter with the marketing team and weighted them so that I can use them in my prioritization formula. You could also skip individual customers and only work with segments or any other form of grouping that suits your business.

[Dirk Lachowski]

Slightly OT, but we use a dedicated project „Customers“ with a single issue type „Customer“ and there create an issue per customer. When we want to link a customer to a JPD idea (or just to some work in Jira), we create a link from the customer-issue to the work or idea. That way, you can see all customers for an idea, and, when looking from the customer, all ideas or work related to the customer. We still add insights to the idea in JPD. For key accounts, there‘s also a dedicated Confluence page per customer that is linked to the customer issue.

[Mike Maurer]

Hi @Annie O_Brien ,

in my opinion the insights tab is correct place for the problem statement from a customer to the specific idea. You could also add the customer name there. You also have the counter on the 'Insights' label.

If you want it more structured I would suggest to work with custom fields.

• Customer Count (Number Field)

  • Tracks how many customers have requested the idea.
  • Auto-incrementing would need automation.

• Customer Details (Multi-Line Text Field or Table-Style Field)

  • Captures customer name + problem statement in a structured format.

Kind regards

Mike