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Cross domain relationship mappings
Source Entity | Target Domain | Relationship Type | Description |
|---|---|---|---|
Customer Segment | Capability | supported by | Customer segments are supported by capabilities delivering products and services aligned to their needs. |
Customer Segment | Value Stream | participates in | Customer segments interact with value streams throughout their journeys. |
Customer Segment | Product/Service | consumes | Customer segments consume products and services offered by the organisation. |
Customer Segment | Strategy | influenced by | Customer segmentation and targeting strategies are influenced by overarching organisational strategy. |
Customer Persona | Capability | requires | Customer personas reflect specific capability needs or opportunities. |
Customer Persona | Value Stream | experiences | Customer personas experience various stages of value streams. |
Customer Journey | Value Stream | mapped to | Customer journeys are mapped to internal value streams to align customer experience with operational delivery. |
Customer Relationship | Service | manages | Customer relationships are managed through dedicated services and support models. |
Customer Relationship | Organization | owned by | Specific organisation units are responsible for managing customer relationships. |
Attribute and Element Schema properties
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Customer-Other Domain Relationship Schemas
Customer-Capability Relationship Schema
Attribute | Description | Example |
|---|---|---|
| Unique identifier for this relationship | "REL-CUST-CAP-001" |
| ID of the customer segment | "CUST-SEG-001" |
| Name of the capability | "Wealth Management Advisory" |
| Nature of the relationship | "experience-critical" |
| Importance of capability to segment (1-5) | 5 |
| How this capability delivers value to this customer segment | "Provides personalized investment recommendations based on client goals" |
| Impact of capability on customer outcomes | "Critical for retention of high-value accounts" |
| Metrics for measuring this relationship | ["Recommendation relevance", "Portfolio performance vs targets"] |
| Assessment of capability gaps | "Current capability lacks real-time portfolio simulation" |
Customer-Value Stream Relationship Schema
Attribute | Description | Example |
|---|---|---|
| Unique identifier for this relationship | "REL-CUST-VS-002" |
| ID of the customer journey | "JOURNEY-001" |
| Name of the value stream | "Wealth Management Onboarding" |
| Points where journey and value stream interact | "Financial needs assessment stage connects to client profiling value stream stage" |
| Outcomes customers receive from value stream | ["Personalized wealth strategy", "Clear understanding of options"] |
| Areas of difficulty between journey and value stream | ["Repetitive data collection", "Multiple handoffs between specialists"] |
| Opportunities to improve alignment | ["Unified client data platform", "Single advisor coordination"] |
| Score for value stream-journey alignment (1-5) | 3 |
| Metrics for measuring this relationship | ["End-to-end onboarding time", "Customer effort score"] |
Customer-Product/Service Relationship Schema
Attribute | Description | Example |
|---|---|---|
| Unique identifier for this relationship | "REL-CUST-PROD-003" |
| ID of the customer segment | "CUST-SEG-001" |
| Whether this is a product or service | "service" |
| The name of the product or service | "Wealth Advisory Service" |
| Nature of the relationship | "primary-solution" |
| Customer needs fulfilled by this offering | ["Wealth preservation", "Legacy planning", "Tax optimization"] |
| Percentage of segment using this offering | 68 |
| How customers use this offering | "Quarterly in-depth reviews with monthly monitoring" |
| Summary of customer feedback | "Strong positive feedback on advisor expertise, requests for better digital visibility" |
| Priority enhancements based on customer needs | ["Digital portfolio dashboard", "Scenario planning tools"] |
| Competitive offerings customers might consider | "Premium wealth services from major investment banks" |
| Market share within this customer segment | "23% of addressable market" |
| Role in customer lifecycle | "retention" |
Customer-Strategy Relationship Schema
Attribute
Description
Example
relationshipID
Unique identifier for this relationship
"REL-CUST-STRAT-002"
customerSegmentID
ID of the customer segment
"CUST-SEG-001"
title
Name of the strategy
"Affluent Client Growth Strategy"
strategicImportance
Strategic importance of this segment (1-5)
5
growthTarget
Growth target for this segment
"35% growth in assets under management by 2027"
strategicInitiatives
Initiatives targeting this segment
["Digital wealth platform", "Family office services"]
competitivePositioning
Competitive positioning for this segment
"Premium service with integrated banking and investment capabilities"
investmentPriority
Investment priority for this segment
"High - tier 1 strategic focus"
strategicThemes
Strategic themes relevant to segment
["Digital transformation", "Advisory excellence"]
strategicRisks
Strategic risks related to segment
"Emerging fintech competition targeting affluent professionals"
targetValueProposition
Strategic value proposition for segment
"Seamless integration of banking, investing, and advisory services"
futureStateVision
Vision for future relationship with segment
From Domain | From Object | Relationship Type | To Domain | To Object | Description |
|---|---|---|---|---|---|
Customer | Customer Segment | supported by | Capability | Capability | Customer segments are supported by capabilities delivering products and services aligned to their needs. |
Customer | Customer Segment | participates in | Value Stream | Value Stream | Customer segments interact with value streams throughout their journeys. |
Customer | Customer Segment | consumes | Product/Service | Product or Service | Customer segments consume products and services offered by the organisation. |
Customer | Customer Segment | influenced by | Strategy | Strategy | Customer segmentation and targeting strategies are influenced by overarching organisational strategy. |
Customer | Customer Persona | requires | Capability | Capability | Customer personas reflect specific capability needs or opportunities. |
Customer | Customer Persona | experiences | Value Stream | Value Stream | Customer personas experience various stages of value streams. |
Customer | Customer Journey | mapped to | Value Stream | Value Stream | Customer journeys are mapped to internal value streams to align customer experience with operational delivery. |
Customer | Customer Relationship | manages | Service | Service | Customer relationships are managed through dedicated services and support models. |
Customer | Customer Relationship | owned by | Organization | Organization Unit | Specific organisation units are responsible for managing customer relationships. |
Schema Evolution Guidance
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