Market and positioning → lead generation → customer service and support → hiring (+2)
How information is recorded, decided on and fed back. Mostly data and decisions, with information fed back.
Cross-industryRun by organizations in 14 industries. Counted from public, sourced parts only; each organization below links to the parts it was counted on.
- Organizations running it
- 37
- Of their industry
- 0%
The pattern
What every instance has, in order
- DecisionsMarket and positioningin 100% of instancesmoney
- ProcessLead generationin 92% of instancesthen
- PeopleCustomer service and supportin 100% of instancesthen
- ProcessHiringin 100% of instancesthen
- DecisionsSecurity and accessin 100% of instancesthen
- DecisionsStrategy and goalsin 92% of instances
Coloured arrows: a flow of that type seen between the two at instance organizations. Grey arrows: order only.
Structure
Element
Share of instances
Companies
Customer onboarding
59%
22
Billing and invoicing
35%
13
Quality control
32%
12
Learning and improvement
32%
12
Logistics and fulfilment
24%
9
Uptime and incident response
24%
9
Proposals and quoting
22%
8
Uptime and incidents
22%
8
Variant · where they differ
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.
Couplings · what comes together
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.
Entropy
Where it runs rough
Operating-reality findings at instance companies: workarounds, manual hand-offs, bottlenecks.
- Sales15 findingsManual hand-off 9 · Dependency 5 · Tacit rule 1 · at 14 companies
- Suppliers and partners12 findingsDependency 10 · Manual hand-off (public record) 1 · Workaround 1 · at 11 companies
- Customer service and support9 findingsTacit rule 4 · Dependency 3 · Informal channel 1 · Workaround 1 · at 9 companies
- Pricing5 findingsTacit rule 3 · Manual hand-off 2 · at 5 companies
- Hiring3 findingsDependency 2 · Manual hand-off 1 · at 3 companies
- Customer onboarding2 findingsDependency 1 · Manual hand-off 1 · at 2 companies
- Uptime and incident response2 findingsDependency 2 · at 2 companies
- Org structure2 findingsBottleneck 1 · Tacit rule 1 · at 2 companies
Seen across
Where it holds
Industries
Business model
- subscription11%
Size
- 1000+ people14%
- 501-1000 people11%
- 51-200 people5%
- 11-50 people3%
- 201-500 people3%
Region
- United States43%
- San Francisco, United States8%
- North America5%
- United Kingdom5%
- Bay Area, CA and Amsterdam, NL3%
- Canada3%
Instances
The 37 companies it was seen at
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.