03 / Illustrative analysis
SP / 001The system works.
Does the outcome?
Enquiries reach the CRM. The team reports success. Yet the customer is still waiting. Where does a completed task end and a meaningful outcome begin?
A fictional situation demonstrating the approach. Not a client case study.
What exactly do
we call success?
The enquiry appeared in the system.
The customer will receive a faster response.
Who owns the enquiry and when the first contact happens.
Follow an enquiry through to a human response. Measure the time at each handoff.
Where reporting ends and outcomes begin
Completed work and a change in the customer's experience are different events. Each needs its own evidence.
Material prepared → recommendation accepted → action taken → change observed. At which transition does the chain break?
Before claiming a result, ask: what happened, and what evidence supports that claim?
The next test
Follow an enquiry through to a human response. Measure the time at each handoff.