Connect the customer journey. / 10 min / 3-question quiz
Choose the customer information that should be shared, maintained, and trusted across a handoff.
09/ 20
Alex · Your virtual learning guide
Follow the reading, unpack the idea, and put it into practice. At your pace.
You will create a customer information map with sources, owners, and rules for handling conflicts.
Distinguish the organization, its contacts, and the opportunities or requests associated with it. Decide which facts belong to the shared customer record and which belong to one piece of work. A temporary delivery instruction should not silently become a permanent fact about the customer. Use stable references so related work can be recognized.
For contact details, account status, and other important values, identify the system or person responsible for maintaining the truth. Decide how corrections are proposed and reviewed. If two sources disagree, keep the conflict visible until the owner resolves it. Avoid copying a field into several apps without an agreed way to keep it current.
Map what each team needs to complete its role. Keep sensitive or unrelated detail within an appropriate access boundary. Include dates and source context when they affect interpretation. Test the design with a new colleague: can they understand the next action without reading an entire history, and without seeing information they do not need?
Example to adapt
A fictional firm has one organization record and separate records for its contacts and engagements. The account owner maintains the main contact. A project-specific access instruction stays with that engagement. When a new email differs from the established contact record, the owner checks it before updating the shared value.
Try it with your team
Choose six fields for an invented customer. For each, write its purpose, source, owner, which teams need it, and what happens if it conflicts with another source. Identify one piece of information that belongs with a request rather than the shared customer record.
Put your understanding to the test
Answer all three questions correctly to complete this lesson. Feedback is part of the learning; you can try again.
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