THE DRAWING INDEX — SHT KC
THE PEOPLE YOU SERVE.
A keystone customer is anyone you build for and listen to closely. Their contacts, calls, issues, and feedback gather in one place, so the people on the other end of the work stay connected to it.
Everything this customer told you, gathered.
ONE CUSTOMER, EVERYTHING THEY TOLD YOU, IN ONE PLACE.
THE OUTSIDE, CONNECTED IN
Contacts, the calls you had with them, the issues those calls raised, the feedback they left. It all gathers under the customer instead of scattering across inboxes and someone's memory. The connective tissue reaches past the team to the people you serve, so their words stay attached to the work those words started.
FROM A CALL TO A VISION
A call becomes an issue, an issue becomes a vision, a vision becomes work. You can trace what you are building back to the moment a customer said they needed it, and you can show them the thread when they ask what happened to the thing they raised. The line from said to built does not go cold.
THE BEST VISIONS START AS SOMETHING A CUSTOMER SAID.
KEYSTONE OR EVERYDAY
Not every customer carries the same weight. Mark the strategic pilots, the early believers, the accounts whose word shapes the roadmap, apart from everyone else you support, with a tier you set. The people you build closely with are easy to find and easy to keep close.
WHAT A CUSTOMER HOLDS
01
CONTACTS
The actual people, with how to reach them and how they like to be reached.
02
CALLS
What was said and when, logged so a conversation becomes a record, not a memory.
03
ISSUES
What they need, captured as customer expectation and traceable into the work.
04
FEEDBACK
What they thought of what you shipped, scored and kept against the thing it judged.
THE THREAD FROM WHAT THEY SAID TO WHAT YOU BUILT
KEEP THE PEOPLE YOU SERVE CLOSE
Log the call. Trace it to the work. Close the loop.
START DRAFTING BACK TO THE INDEX