Market and positioning → pricing → 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 19 industries. Counted from public, sourced parts only; each organization below links to the parts it was counted on.
- Organizations running it
- 59
- Of their industry
- 0%
The pattern
What every instance has, in order
- DecisionsMarket and positioningin 98% of instancesmoney
- DecisionsPricingin 100% of instancesthen
- PeopleCustomer service and supportin 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
73%
43
Sales
71%
42
Suppliers and partners
61%
36
Account management
31%
18
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.
- Sales20 findingsManual hand-off 10 · Dependency 6 · Bottleneck 3 · Tacit rule 1 · at 19 companies
- Suppliers and partners14 findingsDependency 13 · Manual hand-off (public record) 1 · at 14 companies
- Customer service and support12 findingsInformal channel 4 · Dependency 3 · Tacit rule 3 · Manual hand-off 2 · at 12 companies
- Pricing11 findingsTacit rule 6 · Manual hand-off 4 · Dependency 1 · at 11 companies
- Production or delivery10 findingsDependency 7 · Bottleneck 1 · Bottleneck (public record) 1 · Tacit rule 1 · at 10 companies
- Hiring6 findingsDependency 3 · Bottleneck 1 · Informal channel 1 · Manual hand-off 1 · at 6 companies
- Customer onboarding4 findingsDependency 3 · Manual hand-off 1 · at 4 companies
- Billing and invoicing3 findingsManual hand-off 3 · at 3 companies
Seen across
Where it holds
Industries
Business model
- subscription10%
- product8%
- service3%
Size
- 11-50 people8%
- 1000+ people7%
- 51-200 people7%
- 501-1000 people5%
- 201-500 people3%
Region
- United States34%
- France5%
- San Francisco, United States5%
- Germany3%
- Japan3%
- North America3%
Instances
The 59 companies it was seen at
Member
Variants, couplings and instances
Every level, number, source and dimension: Member, $300 a year.