Market and positioning → lead generation → pricing → customer service and support (+2)
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 14 industries. Counted from public, sourced parts only; each organization below links to the parts it was counted on.
- Organizations running it
- 40
- Of their industry
- 0%
The pattern
What every instance has, in order
- DecisionsMarket and positioningin 98% of instancesmoney
- ProcessLead generationin 93% of instancesthen
- DecisionsPricingin 100% of instancesthen
- PeopleCustomer service and supportin 100% of instancesinformation
- ProcessProduct or service designin 90% 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
Sales
78%
31
Org structure
75%
30
Suppliers and partners
73%
29
Account management
35%
14
Site and operations engineers
23%
9
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 8 · Dependency 5 · Bottleneck 1 · Tacit rule 1 · at 14 companies
- Suppliers and partners11 findingsDependency 10 · Manual hand-off (public record) 1 · at 11 companies
- Customer service and support10 findingsDependency 3 · Tacit rule 3 · Informal channel 2 · Manual hand-off 2 · at 10 companies
- Pricing7 findingsManual hand-off 3 · Tacit rule 3 · Dependency 1 · at 7 companies
- Production or delivery6 findingsDependency 4 · Bottleneck (public record) 1 · Tacit rule 1 · at 6 companies
- Customer onboarding3 findingsDependency 2 · Manual hand-off 1 · at 3 companies
- Security and access3 findingsWorkaround 3 · at 3 companies
- Billing and invoicing2 findingsManual hand-off 2 · at 2 companies
Seen across
Where it holds
Industries
Business model
- subscription15%
- service5%
Size
- 1000+ people8%
- 11-50 people8%
- 501-1000 people8%
- 51-200 people8%
- 201-500 people3%
Region
- United States38%
- San Francisco, United States8%
- France5%
- North America5%
- United Kingdom5%
- Bay Area, CA and Amsterdam, NL3%
Instances
The 40 companies it was seen at
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.