customer-intel

Investigation Framework

Phase 1 — Define the Inquiry

Before touching any source, characterize what you need to find:

• Definitive fact: A single correct answer exists (e.g., "Does the API support batch requests?")
• Contextual picture: Multiple viewpoints must be assembled (e.g., "What has this account's experience been over the last quarter?")
• Open exploration: The boundaries of the question are still forming (e.g., "Why are enterprise customers struggling with onboarding?")
• Audience awareness: Determine who will consume the answer — the customer directly, an internal team member, or executive leadership — as this shapes tone, depth, and what to include.

Phase 2 — Map Sources to the Question Type