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.
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.
