System Atlas
Atlas
Constructs/Knowledge

Market and positioning → customer service and support

How information is recorded, decided on and fed back. Mostly data and decisions, with information fed back.

Cross-industryRun by organizations in 9 industries. Counted from public, sourced parts only; each organization below links to the parts it was counted on.

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Organizations running it
55
Of their industry
1%
The pattern
What every instance has, in order
  1. Decisions
    Market and positioning
    in 100% of instances
    then
  2. People
    Customer service and support
    in 100% of instances

Coloured arrows: a flow of that type seen between the two at instance organizations. Grey arrows: order only.

Structure
GroupsLayersEverything
Element
Share of instances
Companies
Invariant 2
At least 90% have it
People1
Customer service and support
100%
55
Decisions1
Market and positioning
100%
55
Variant 29
20 to 80%: where they differ · Members
People4
Org structure
80%
44
Sales
65%
36
Suppliers and partners
44%
24
Account management
29%
16
Process10
Product or service design
78%
43
Hiring
76%
42
Customer onboarding
58%
32
Billing and invoicing
31%
17
Learning and improvement
25%
14
Quality control
24%
13
Research enterprise and sponsored programs
24%
13
Onboarding and training
24%
13
Proposals and quoting
22%
12
Financial aid and funding
22%
12
Software2
Integrations
29%
16
Inference serving
25%
14
Data2
Inventory and assets
36%
20
Data management
22%
12
Decisions11
Strategy and goals
73%
40
Policies and culture
65%
36
Regulatory compliance
62%
34
Pricing
60%
33
Security and access
51%
28
Governance and decision rights
45%
25
Contracts
44%
24
Health, safety and environment
38%
21
Usage pricing and metering
31%
17
Data protection and security assurance
29%
16
Performance and pay
25%
14
Variant · where they differ
Member
Variants, couplings and instances

Every level, number, source and dimension: Member, $300 a year.

See Member
Couplings · what comes together
Member
Variants, couplings and instances

Every level, number, source and dimension: Member, $300 a year.

See Member
Entropy
Where it runs rough

Operating-reality findings at instance companies: workarounds, manual hand-offs, bottlenecks.

  • Sales22 findings
    Manual hand-off 10 · Dependency 7 · Bottleneck 4 · Informal channel 1 · at 20 companies
  • Suppliers and partners10 findings
    Dependency 10 · at 10 companies
  • Hiring9 findings
    Informal channel 3 · Manual hand-off 2 · Tacit rule 2 · Bottleneck 1 · Dependency 1 · at 5 companies
  • Customer service and support9 findings
    Dependency 3 · Tacit rule 3 · Bottleneck 1 · Informal channel 1 · Workaround 1 · at 8 companies
  • Health, safety and environment5 findings
    Manual hand-off 3 · Workaround 2 · at 5 companies
  • Quality control4 findings
    Dependency 4 · at 4 companies
  • Regulatory compliance3 findings
    Dependency 3 · at 3 companies
  • Customer onboarding3 findings
    Dependency 2 · Manual hand-off 1 · at 3 companies
Seen across
Where it holds
Business model
  • subscription5%
  • service4%
  • product2%
Size
  • 1000+ people22%
  • 11-50 people4%
  • 201-500 people4%
  • 501-1000 people4%
  • 51-200 people4%
Region
  • United States29%
  • United Kingdom11%
  • Germany9%
  • Sweden7%
  • France4%
  • North America4%
Instances
The 55 companies it was seen at
Member
Variants, couplings and instances

Every level, number, source and dimension: Member, $300 a year.

See Member