Structure
Create your company
Department

customers

who you serve — ICP, outreach standards, account records

Holds who you sell to and how you answer them. Its ICP is precise enough to turn accounts away, and its support standard is what every reply, from a person or an agent, is held to. Take it when customers are talking to more than one of you.

structure generate department customers

Customers — Mission

who you serve — ICP, outreach standards, account records.

Purpose. One paragraph: which customers this department is responsible for and what it owes them. Name the moment it exists for — the first conversation, the bad week, the renewal — because a department that owns all three needs to say which one it drops last.

How work gets done here. Steering docs live at this root — who we go after, and how we answer. Repeatable how-tos in processes/; accounts and conversations accumulate in records/.

Also in the folder

ICP — who we go after, and whydepartments/customers/icp.md

ICP — who we go after, and why

Who is worth your time, said precisely enough to disqualify. An ICP that describes half the market is a market, not a profile — the value of this document is in the accounts it tells you to walk away from.

Best fit, in one paragraph. The situation a company is in when we are obviously the answer. Lead with the pain, not the industry: what is broken for them today, and how they are living with it.

The qualifying question. One question whose answer decides it. Ask it in the first call; if the answer is wrong, the rest of the fit does not matter.

Must-haves. The conditions that all have to hold. Keep it to a handful, each one checkable by a person who is not in the room with the customer.

Signals we are in the right place. What you see or hear that says this is a strong account — the phrasing they use, the role that takes the meeting, the thing they have already tried.

Who we pass on, for now. Real segments, named, with the reason. "For now" is doing work in that sentence: say what would have to change.

Support Standarddepartments/customers/support-standard.md

Support Standard

How we answer, so that every reply sounds like the same company. This is the document a support agent — human or otherwise — is held to, which means it has to be specific enough to disagree with.

How fast, and what we promise. First response and resolution, said as the number you would be comfortable seeing quoted back to you. If you cannot commit to a number yet, say what you do instead of promising one.

The shape of a good reply. Lead with the answer, then the reason, then what happens next. Say whether the customer's own words come back to them ("your export is failing") or a ticket number does.

What we never do. Invent policy, guess at a date, promise a feature, argue. Everything in this list is something that will otherwise happen on a bad afternoon.

When to escalate, and to whom. The conditions — money at stake, data loss, a second contact about the same thing — and the person by name.

Where the answers come from. Canon, not memory: point at the documents a reply may be built on, and say plainly that anything not written down is a question, not an answer.