New customers are often referred to App-Makers by existing or previous customers (which is a great thing!). However, this can often mean that early interactions with a customer are recorded in Facebook chat, SMS messages, and emails with different members of the team.
This approach is not too dissimilar from something that you might see in a business case. After all, the more we understand about the business drivers, the more we can reduce assumptions, and focus on the real, underlying problems.
