Customer Discovery Hub tables
The Customer Discovery Hub includes four tables that capture customer business context: customer business need, customer business challenge, customer business expectation, and customer use case.
| Table | Purpose |
|---|---|
| Customer business need | Captures the strategic problem a customer wants to solve. Groups related challenges, expectations, and use cases. |
| Customer business challenge | Captures a specific pain point, gap, or enhancement that surfaces a business need. Optionally associated with a business need. |
| Customer business expectation | Captures a measurable success outcome tied to a business need. |
| Customer use case | Captures how a customer plans to use a product to address a business need. Aligns to supported use cases from the product catalog. |
- Customer business need
The customer business need table (sn_cust_disc_hb_business_need) is the central record in Customer Discovery Hub. It captures the strategic problem a customer needs to solve and groups related challenges, expectations, and use cases. - Customer business challenge
The customer business challenge table (sn_cust_disc_hb_business_challenge) stores a specific pain point, gap, or enhancement request that a customer has expressed. Challenges are triaged and linked to a customer business need when qualified. - Customer business expectation
The customer business expectation table (sn_cust_disc_hb_business_expectation) captures a measurable success outcome tied to a customer business need. Expectations define what success looks like for the customer, including target values and success criteria. - Customer use case
The customer use case table (sn_cust_disc_hb_cust_use_case) is a per-customer record that documents how a specific customer plans to use a product to address a business need. It captures the customer's current process flow and specifies how their implementation aligns to one or more supported use cases from the product catalog.
Parent Topic:Customer Success Management reference
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