Track special customer information

There are many reasons why you might want to track how the work your team completes affects a subset of your customers. For example:

  • You might want to track releases that will require you to enhance your support documentation.

  • You might have a professional services team that focuses on your top client's needs.

  • You might be updating your messaging in response to changes in the competitive landscape, and you want to track how your target audience reacts.

Let's take the first example and build it out through the rest of this article. Note that in this example, we assume that you use Aha! to manage a product, but of course you may use Aha! for a variety of teams, and may have selected your workspace type accordingly.

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Custom tables for customer training

We want to show how upcoming releases affect our key customers. A custom table would enable exactly this type of detailed tracking. Here, we provide one example of customer information you may track to demonstrate the flexibility of custom tables.

Custom tables, available to Enterprise+ customers, further extend our custom field capability so that you can truly design the way you manage important information. With custom tables, you enhance full records with as much supporting detail as you wish. This associates the whole record to your Aha! roadmaps with a single link.

Often when shipping a new release, customer training is necessary to educate your users. Launching a new release of features is an example of when a custom table would be a viable solution to manage details related to that training.

For those in the organization responsible for training, there are multiple details that would need to be maintained to facilitate that training:

  • Main customer contact details

  • Scope of new functionality to be taught

  • Date of the training

  • Number of students and class size

  • Trainer assigned

When a new customer experience is delivered in a release, the associated details for training would be readily available, so that it would be easily managed. The team could also share the training plan with the stakeholders through the roadmap and track its progression through reporting.


Create your customer training table

When creating your custom table for customer training, be sure to include the training data you would like to manage by creating them as separate fields. These fields become the column headers in your table.

The customer training table records will be associated with a workspace or parent line. They can be viewed and edited from a given workspace or parent line under Info → Custom tables. Add the customers that require training to the table one at a time, making sure to click Save after each one.


Link customer training to your releases

To detail training for a particular release, create a custom field to specify which customers need training under Settings ⚙️→ Account → Custom fields. Select the Releases tab, then create a Many to many relationship field and select your newly created Customer Training table as your custom table.

The new custom field, Training, is now available in each release when opening up the detail drawer for a release. Simply click in the Training area and select all customers that require training.

By clicking on the customer name tag, you can open up the drawer view of the custom table record, which allows you to instantly drill down to view all the key training information associated with that customer.

Support - Track special customer information - inline image


Communicating and reporting on the training plan

Monitor and review the status of training with all involved stakeholders through a custom roadmap under Roadmaps → Custom. Click the Views dropdown, select Related views, then Custom roadmap: Releases by workspace to get started.

To review the specific training details, click Add data and then add the data column for Customer Training.

Support - Track special customer information - inline image

You can visualize releases by the trainer name with custom color codes. Do this by clicking the Customize view dropdown on the top-left of the page, then selecting Customize style.

You can now save your timeline and share it with others by adding it to an Aha! presentation.


Tailor it for your company

This custom table example is a simple one to demonstrate the flexibility of custom tables. How you track customers at your company may require additional data and different styles of reports. Custom tables can be used to track any data you choose. If you would like to discuss how to tailor this use case for your company's needs, contact the Aha! Customer Success team for guidance.


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