Customer problem source of truth

The question it helps answer

Use the customer problem source of truth to organise the reasoning behind this question: How should a company maintain one governed view of validated customer problems? The working view makes problem record, evidence, and taxonomy visible so discussion can move from general opinion to a specific action or decision.

When to use it

Use the customer problem source of truth when people working on feedback and customer insight are using different mental models for problem record, evidence, and taxonomy, and that difference is changing choices or coordination.

What it is

The customer problem source of truth is a set of connected concepts for examining one situation from several necessary angles. Its core working elements are problem record, evidence, taxonomy, and owner. Those elements belong together because each changes how the others should be interpreted or acted on.

Core elements

Problem record

Record only the context that changes the work, separating verified facts from interpretations and assumptions. Within the customer problem source of truth, connect this entry to evidence so the relationship can be reviewed rather than inferred.

Evidence

Name the evidence, its date and owner, and any limitation that affects how confidently it can be used. Within the customer problem source of truth, connect this entry to taxonomy so the relationship can be reviewed rather than inferred.

Taxonomy

Capture taxonomy only at the level needed to answer: How should a company maintain one governed view of validated customer problems? Use observable evidence, name any unresolved judgment, and state what action or choice this entry can change. Within the customer problem source of truth, connect this entry to owner so the relationship can be reviewed rather than inferred.

Owner

Assign one accountable owner and distinguish final accountability from contributors, reviewers, and people who must be informed. Within the customer problem source of truth, connect this entry to status so the relationship can be reviewed rather than inferred.

Status

Use a small controlled set of states, define the entry and exit condition for each, and record the date of the latest change. Within the customer problem source of truth, connect this entry to prioritization so the relationship can be reviewed rather than inferred.

Prioritization

Capture prioritization only at the level needed to answer: How should a company maintain one governed view of validated customer problems? Use observable evidence, name any unresolved judgment, and state what action or choice this entry can change. Within the customer problem source of truth, connect this entry to decision links so the relationship can be reviewed rather than inferred.

Decision links

Name the decision, the person or body with final authority, the date, and the rationale that should remain visible later. Within the customer problem source of truth, connect this entry to freshness so the relationship can be reviewed rather than inferred.

Freshness

Capture freshness only at the level needed to answer: How should a company maintain one governed view of validated customer problems? Use observable evidence, name any unresolved judgment, and state what action or choice this entry can change. Within the customer problem source of truth, connect this entry to archive rule so the relationship can be reviewed rather than inferred.

Archive rule

Capture archive rule only at the level needed to answer: How should a company maintain one governed view of validated customer problems? Use observable evidence, name any unresolved judgment, and state what action or choice this entry can change. Within the customer problem source of truth, connect this entry to freshness so the relationship can be reviewed rather than inferred.