CRM: people

Accountability map
who to ping

Five seats and one desk. For every initiative there is exactly one owner. When something slips, the answer to who to ping is already written down, which is the part that is normally missing.

4 division owners 1 at-large seat 1 escalation desk illustrative data

Who owns what

Person Role Division Owns Ping them for

Escalation, in order

  1. The initiative owner: first name on the initiative itself, always a person.
  2. The division owner: accountable for the update reaching the graph, not for the outcome of every initiative.
  3. The at-large cross-division seat: for anything that touches two divisions at once.
  4. The council: several agents, each with the context of one division, and no interest in smoothing anything.
  5. David: last in the chain on purpose, and only after consensus.