Selected work first. Everything else, once.
Fictional, composite cases and reusable reference patterns. The selection shows the breadth; the groups below hold the supporting cases—each listed once, tagged with the capabilities it touches.
Operating model & process
How work, decisions and adoption are designed
Designing a global lead-to-customer operating model
A process-first case for a fictional global B2B company: stages, decision rights, approvals, exceptions and measurement—designed before any system is configured.
Designs the operation before any system: every stage has an owner, every rejection a destination, every KPI an action.
Designing a global commercial operating model across subsidiaries
One commercial operating model for many subsidiaries: a global core, governed local variation, ownership that survives handoffs, a governance model with decision rights, clear system responsibilities and KPIs that stay comparable.
Separates what must never vary from what may—and gives every local difference an owner, a reason and a review date.
Moving a commercial team from parallel trackers to CRM
A team with a CRM that still manages from spreadsheets: each tracker inventoried and classified, its legitimate value moved into the operating model, the management cadence moved into the CRM, and a dated freeze—with bypass signals afterwards.
Treats every spreadsheet as a signal first: classify it, move its value, then retire it on a date—not by mandate.
Commercial systems & revenue
The CRM, ERP and pipeline that run it
Designing a CRM–ERP customer lifecycle
A premise-led architecture for a fictional global B2B company: from commercial intent to legally valid, operationally recoverable customer.
Draws the CRM–ERP boundary from ownership rather than tools, with honest pending states and recoverable failures.
Designing pipeline governance across multiple commercial motions
Common governance—qualified pipeline, outcomes, forecast categories, review format—with motion-specific stages, forecast logic and ageing benchmarks, so the pipeline stays comparable without forcing every team into one process.
One pipeline language for several ways of selling—stages defined by business state, not by probability.
Data, automation & AI
Signals, orchestration and bounded agents
Turning ERP transactions and targets into commercial intelligence
Conforming orders, invoices, targets and accounts at a declared grain in the data platform—so one metric definition serves every team, and its result lands in the CRM as a governed signal.
Turns invoices and targets into signals people act on, with the grain, owner and freshness of every dataset explicit.
Designing a monthly commercial performance orchestrator
One run record per period with a state machine, start-once guards, continuations per batch and a reconciliation before finalization—so a failure at step four resumes at step four.
Automation that can wait, fail, resume and finish exactly once—and that a business owner can read.
Designing an AI-assisted RFQ intake agent
The agent behind the RFQ lab: classification, customer and product matching, a reversible CRM draft and a human commit—each step with its authority, tool contract, ambiguity rule and evaluation dimension.
An agent that assembles the decision surface while every consequential action stays behind a person.
Process, operating model and adoption
Capability pages curate these by theme:Process ArchitectureDigital Operating ModelChange & Adoption
- Process case / 02Designing a quote-to-order process with clear ownershipBinding approvals to quote versions, moving ERP validation forward and giving rejected orders an owner.
- Process case / 03Designing a commercial performance recovery processTurning an underperformance signal into an owner, a plan, a review cadence and a recorded outcome.
- Process case / 04Designing an RFQ intake process before introducing AIDefining the RFQ intake process—definitions, ownership, validation—before an AI agent runs any of it.
- Process case / 05Standardizing a global commercial process without breaking local operationsSeparating the core global process from controlled local variation—and governing the difference.
- Process case / 06Designing an inbound lead process beyond form submissionDesigning everything after the form: validation, deduplication, territory, ownership, response and closure.
- Operating-model case / 03Moving from CRM tool to commercial operating platformA CRM that exists but does not run the business: management routines moved into it, parallel tools retired, data quality owned, lifecycle definitions governed—and a plan for after go-live.
- Operating-model case / 04Designing customer ownership in a multi-subsidiary organizationOne customer relationship across several legal entities, subsidiaries and sales teams: who owns the relationship, each local transaction and the global account data—and who resolves the conflicts.
- Operating-model case / 05Governing operating-model change after go-liveThe operating model as a product: change requests classified by domain, decided by named owners with evidence and time limits, released in versions—so the model keeps improving after the project ends.
- Adoption case / 02Designing adoption for a multi-subsidiary CRM rolloutA global CRM deployed across subsidiaries with different maturity, roles, data quality, local tools and management habits: readiness assessed per unit, waves sequenced by readiness, enablement by role, champions with time, and adoption compared by level in local context.
- Adoption case / 05Replacing mandatory fields with data people useA CRM full of complete but meaningless data: each field audited for who enters it, who uses it and which decision it feeds—then removed, derived, prefilled, made conditional or kept, with value returned to the person entering it.
- Adoption case / 06Keeping adoption owned after the project team leavesA rollout that ended at go-live: responsibilities handed from project roles to named operating owners, a friction register feeding one governed backlog, a release cadence, and adoption signals reviewed on a schedule—so the design keeps improving.
CRM, identity, access, pipeline and targets
Capability pages curate these by theme:Systems & CRM ArchitectureRevenue Operations
- Systems case / 03Designing a global CRM without forking the operating modelSeparating the global CRM core from configurable variation and rare local extensions—so the platform stays upgradeable and reports stay comparable.
- Systems case / 04Designing one CRM for multiple commercial motionsA shared opportunity core with motion-specific stages and extensions—so each motion runs its own way while forecasts and reports stay comparable.
- Systems case / 05Designing customer identity across CRM and ERPSeparating commercial, legal and transactional identity—and governing how they map, merge and retire across CRM and ERP.
- Systems case / 06Designing CRM visibility for a global commercial organizationSeparating accountability from visibility and edit authority—so shared, global and specialist access is explicit instead of accidental.
- RevOps case / 04Designing a target model with explicit period semanticsTargets as governed data—grain, phasing, version, precedence, owner and freeze point—so year-to-date performance means the same thing in every report and every month.
- RevOps case / 05Designing forecast governance and pipeline coverage that trigger actionForecast categories from stage semantics, overrides recorded at the forecast level, one owner of the final number, weekly snapshots—and a coverage contract whose threshold starts pipeline generation.
- RevOps case / 06Running commercial management cadence from the CRMFour forums—daily, weekly, monthly, quarterly—each with participants, evidence, decisions and outputs defined, run from system views instead of exported spreadsheets, and measured by adoption signals that show whether the routine is real.
Contracts, orchestration and bounded agents
Capability pages curate these by theme:Data & IntegrationsAutomationAI & Agentic Workflows
- Data case / 03Writing analytical signals back into operational CRMA writeback contract for derived KPIs and segments: account grain, read-only in the CRM, stamped with freshness and version, reconciled against what was published—and turned into exactly one task per signal.
- Data case / 04Designing reliable segmentation with reconciliationA segmentation contract with an explicit eligible population, removals as first-class changes and a reconciliation that compares expected and actual membership after every run.
- Data case / 05Evolving commercial analytics from single-currency to multi-currencyKeeping the original amount as the fact and the reporting amount as a versioned, derived view—with a declared rate policy for actuals, targets and thresholds, and V1 history migrated without restatement.
- Automation case / 02Automating commercial actions from performance segmentationAn action matrix per segment with eligibility checked at execution time, one keyed action per account, segment and entry period, and designed exits that close what no longer applies.
- Automation case / 03Designing guided visit creation without hiding the processA guided creator that prefills context, asks only for what needs judgement, validates relationships, and creates the visit and its follow-ups as one resumable action.
- Automation case / 04Automating inbound lead validation and routingThe execution lens on inbound leads: a routing pipeline where each check has a deterministic outcome and a declared “when unsure” path, safe to re-run, with failed assignment visible.
- Automation case / 05Designing approval automation as a state machineTwo decisions—commercial approval and financial validation—modelled as one state machine with explicit rejection, return and re-entry, invalidation rules for changed data, timeouts that escalate and a complete history.
- Automation case / 06Designing a reconciler for stale downstream stateA scheduled reconciler that derives expected downstream state, compares it with what exists, and closes stale actions within guardrails—dry run, blast-radius limit, protected records and an owner review.
- AI case / 02Preparing account context before a commercial visitAn agent assembles account, pipeline, order, performance and visit history into a briefing that separates fact from inference, cites every statement and writes nothing back.
- AI case / 03Turning commercial email into structured workA shared inbox triaged by an agent: a taxonomy with deterministic and human routes, mixed-intent handling, customer matching, owner assignment and draft actions—never an unreviewed reply.
- AI case / 04AI-assisted account review with evidenceAn agent prepares each account for the monthly performance review—target, actuals, pipeline, activity, segment, recovery plan and changes since last time—as a cited summary with anomalies and questions. The manager decides.
- AI case / 05Using AI to assist data quality without giving it master-data authorityAn agent suggests duplicate candidates, normalized names and missing classifications—with evidence—into a data steward’s queue. It never merges, renames or reclassifies a record itself.
Reusable patterns
- RA / 01Global B2B commercial platformA bounded CRM–integration–ERP topology that separates commercial, legal and analytical truth.
- RA / 02AI-assisted RFQ processingA human-controlled path from unstructured email to a reviewable commercial record draft.
- RA / 03Commercial performance managementOperational and analytical signals joined without turning the CRM into a data warehouse.