SILO · 7 ENTRIES LIVE
The machine behind the offer.
CRM automation, workflow design, support ops, sales enablement. I define who accepts each handoff and what must be checked before the next person starts. For founders whose business runs on heroics and breaks the week they go on vacation.
7 of 51 entries
Operating models
- State Machine EverythingDefinitiveA change compiles, passes code review and gets merged. The page it was meant to fix is still wrong. Each person completed the job they were given, but nobody checked the result the customer would receive. A useful workflow has to name the evidence that permits work to move, who evaluates it and where the work goes when that evidence is missing.
- People · Product · ProcessDefinitivePeople Product Process helps service providers connect a customer's problem to an offer they can fulfil. Qualification checks whether both sides can support the promised result.
- Workflow DesignReading guideWorkflow design helps sales and onboarding teams agree who accepts a customer. Missing information needs a return path and someone responsible for resolving it.
Sales operations
- CRM AutomationReading guideCRM automation connects recorded sales events to work for reps. Define stage changes and agree which system owns each shared field before adding rules.
- Sales EnablementReading guideSales enablement gives agency owners a way to teach their sales decisions. Connect selected call recordings and playbook rules to the work a new rep practices.
Support operations
- Customer Service & Tech SupportReading guideCustomer service and tech support teams can distinguish account decisions from technical investigations. Case histories and named owners keep escalations connected to the customer's outcome.
- Support OperationsReading guideSupport operations leaders can set separate commitments for first response and final resolution. Accurate triage and a maintained knowledge base address different sources of repeated work.