What is an opportunity

An opportunity is a single customer problem that your evidence supports. It is not a feature and not a task. It describes what customers struggle with, so your team can decide how to respond.

Why opportunities exist

Raw feedback is noisy. Ten customers can describe the same problem in ten different ways. Opportunities group those signals together so you can see how many customers, which companies and how much revenue stand behind a problem.

Only pains, requests and churn risks are grouped into opportunities. Praise, questions and observations stay on the feedback item.

What is on an opportunity

• A title and a problem statement describing what customers face.
• A desired outcome, optionally, describing what better would look like.
• Evidence. The linked signals, each with its exact customer quote, and the companies and contacts behind them.
• A status. Where the opportunity is in your process. See Opportunity statuses and lifecycle.
• A priority score from 0 to 100. See How the priority score is calculated.
• A product area and any custom fields you defined.
• Linked solutions that address it.

A signal can belong to more than one opportunity, and a solution can address more than one opportunity.

How opportunities are created

• From AI suggestions. When a signal matches nothing, AI proposes a new opportunity as a candidate. When you accept it in Review, it becomes qualified.
• By hand. Anyone who can manage opportunities can create one with a title of 3 to 200 characters and a problem of 3 to 8,000 characters. No evidence is required, though an opportunity without evidence has no score yet.

What you can do with one

Assign an owner, set urgency and strategic fit, move it through statuses with a recorded rationale, merge duplicates, link solutions, watch it for updates, and ask the Analyst about it.

Archiving and deleting

Archiving records a dismissal rather than erasing history. You can delete an opportunity only while it is a pristine candidate with no activity. Otherwise, archive it.

Tips

• Write titles as problems ("Exports time out on large files"), not solutions ("Add background export").
• Keep one opportunity per distinct problem. Merge duplicates when you spot them.