Market and positioning → lead generation → customer service and support → policies and culture (+1)
Gates that decide who and what passes, with work flowing in and out. Security and access is a gate: 1 flow in and 2 out.
Cross-industryRun by organizations in 16 industries. Counted from public, sourced parts only; each organization below links to the parts it was counted on.
- Organizations running it
- 36
- 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
- DecisionsPolicies and culturein 100% of instancesthen
- DecisionsSecurity and accessin 100% 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
Org structure
75%
27
Sales
72%
26
Suppliers and partners
72%
26
Account management
36%
13
Site and operations engineers
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.
- Sales12 findingsManual hand-off 8 · Dependency 3 · Tacit rule 1 · at 11 companies
- Suppliers and partners12 findingsDependency 10 · Manual hand-off (public record) 1 · Workaround 1 · at 11 companies
- Customer service and support9 findingsDependency 3 · Tacit rule 3 · Informal channel 1 · Manual hand-off 1 · Workaround 1 · at 9 companies
- Billing and invoicing2 findingsManual hand-off 2 · at 2 companies
- Regulatory compliance2 findingsDependency 2 · at 2 companies
- Customer onboarding2 findingsDependency 1 · Manual hand-off 1 · at 2 companies
- Lead generation2 findingsInformal channel 2 · at 2 companies
- Security and access2 findingsWorkaround 2 · at 2 companies
Seen across
Where it holds
Industries
Business model
- subscription14%
Size
- 1000+ people17%
- 51-200 people8%
- 11-50 people3%
- 201-500 people3%
- 501-1000 people3%
Region
- United States47%
- San Francisco, United States8%
- North America6%
- Bay Area, CA and Amsterdam, NL3%
- Canada3%
- Czech Republic3%
Instances
The 36 companies it was seen at
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.