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customer research is all the primary Customer Discovery interviews myself or the team conducts and customer insights are based on analytics and metrics based on customer usage of our product (I work at a SaaS startup as background on where I am coming from).
Our teams workflow is as follows:
1) Study the analytics and understand how the user flows within our application
2) Ask questions where we see bottle necks, drop offs, or suspicious activity.
3) Set up interviews with customers or customers we did not close to gain their perspective on why items in #2 (above) are happening.
4) Capture the audio and/or video of these interviews into our Customer Discovery Management software
5) Tag, sort, filter insights from these interviews
6) Create a prioritized list of actions to reduce items in #2.
Thanks for the invite ............................ agreed with the answers Mr. Manzoor Alam
Customer's feed back after the sales, it will not give you real insight but helps too for product development. product tests by the consumers for insights.
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