Customer Requirement Document (CRD)

Document Overview

• Document Version: [Version Number]
• Document Owner: [Name/Role]
• Date Created: [Date]
• Last Updated: [Date]
• Purpose: Outline customer needs, feedback, and priorities to guide the design and operations of services in alignment with business objectives.

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2. External Customer Needs Evaluation

• Key Services Impacted: List the main customer-facing services and their role in driving business value.
• Customer Engagement Methods:
  • Workshops and Meetings: Details of workshops conducted with stakeholders and customer-facing teams.
  • Surveys and Interviews: Methodology for gathering direct customer feedback.
  • Support Analysis: Insights gained from support tickets and other channels.
• Customer Feedback Sources:
  • Customer Satisfaction Surveys (CSAT)
  • Support Tickets and Reviews
  • Market Research & Competitor Analysis

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3. Customer Requirement Analysis

• Feedback Analysis: Summary of key themes from customer feedback, including high-priority needs and potential areas for improvement.
• Performance, Reliability, and Scalability Requirements: Outline specific requirements that impact architectural decisions.

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4. Operational Alignment and Prioritization

• Customer-Centric Metrics:
  • Response Times
  • Service Availability
  • Feature Adoption Rates
• Operational Planning:
  • Adjustments made to incident response or service reliability plans based on customer feedback.
• Prioritization Framework:
  • High-Impact Needs: List needs that are critical for customer satisfaction and business success.
  • Risk Analysis: Evaluate potential impacts of not meeting these needs.

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5. Customer Impact Assessment

• Impact Reports: Describe how operations influence key metrics (e.g., availability, response times).
• Customer Journey Analysis: Visual representation of customer interactions, highlighting pain points and areas for enhancement.

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6. Stakeholder Engagement

• Engagement Strategy: List stakeholders involved and their roles (e.g., product, development, operations teams).
• Meeting Records: Document the outcomes of collaboration meetings, including decisions and next steps.
• Ongoing Feedback Loops: Processes for continuous feedback and updates.

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7. Cross-Functional Collaboration

• Collaboration Initiatives: Efforts to ensure alignment between different teams (e.g., regular syncs, shared dashboards).
• Customer-First Culture: Practices and initiatives to embed customer-centric thinking in operations.

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8. Supporting Artefacts

• User Stories & Acceptance Criteria: List user stories derived from customer needs, with acceptance criteria.
• Customer Feedback Reports: Documentation of feedback trends and action items.
• Customer Journey Maps: Visuals outlining customer interactions with services.
• Stakeholder Collaboration Records: Meeting notes and action plans.

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9. Roles and Responsibilities

• Product Manager (or Product Owner)
  • Responsibilities: Engage with customers, define requirements, balance user experience and feature priorities.
• Operations Manager
  • Responsibilities: Align operational plans with customer priorities, ensure metrics are met.
• Customer Success/Support Team
  • Responsibilities: Communicate customer needs to teams, participate in impact discussions.

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10. Metrics and Monitoring

• Effectiveness Metrics: Define and track metrics that measure how well operations meet customer needs.
• Customer Satisfaction Impact: Outline how metrics influence operational adjustments.

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11. Adaptability and Continuous Improvement

• Market Awareness: Methods for staying updated on industry trends and evolving customer needs.
• Review Process: Schedule for periodic reviews and updates to align with shifting priorities.