# Quote, sell, service, renew: the whole customer story

> A process map exported from forks.world (https://forks.world). Author: Brian. Source: https://forks.world/p/cmv0iefq70059jw06rv3x3vfb
> It describes who does what, in what order, and with which technology. Read the plain-language sections first; the JSON at the end is the exact, complete data.

## Summary

- 14 steps across 1 layer
- Persona: The customer, Sales, Customer success, Service team

## Pain points

Where this process hurts, worst first:

- **Needs a technician on site?** (Quote, sell, service, renew: the whole customer story; critical): Something broke and the customer is already frustrated

## How to read this file

- A process is made of **layers**. The main layer is the top level; any step of kind `subprocess` opens a detail layer with its own lanes and steps.
- **Lanes** are either persona (people/roles) or technology (systems). Each step belongs to one lane; `using` lists tools a person uses for that step.
- Step kinds: `start`, `task`, `decision` (its arrows carry the answer as a label), `subprocess`, `end`.

## Quote, sell, service, renew: the whole customer story

Lanes:
- The customer: person / role (id `cust`)
- Sales: person / role (id `sales`)
- Customer success: person / role (id `cs`)
- Service team: person / role (id `svc`)

Steps, in the order they run:

1. **Needs something** [start; The customer; id `s1`]
   - then First I quote
2. **First I quote** [subprocess; Sales; id `s2`], links to the published process "Create a quote customers actually say yes to" (https://forks.world/p/cmv0ie6sn002mjw06hu8ksavl; full text at https://forks.world/api/public/cmv0ie6sn002mjw06hu8ksavl/export)
   - then Then I sell
3. **Then I sell** [subprocess; Sales; id `s3`], links to the published process "Negotiate and close the deal" (https://forks.world/p/cmv0ie78x002rjw06p82yefml; full text at https://forks.world/api/public/cmv0ie78x002rjw06p82yefml/export)
   - then Paperwork
4. **Paperwork** [subprocess; Sales; id `s4`], links to the published process "Contract and e-signature" (https://forks.world/p/cmv0ie7p5002wjw0684q04gs1; full text at https://forks.world/api/public/cmv0ie7p5002wjw0684q04gs1/export)
   - then Get them started
5. **Get them started** [subprocess; Customer success; id `s5`], links to the published process "Onboard a new customer: the first 30 days" (https://forks.world/p/cmv0ie9m0003gjw06n4e7s0hw; full text at https://forks.world/api/public/cmv0ie9m0003gjw06n4e7s0hw/export)
   - then Then I service: any issue?
6. **Then I service: any issue?** [decision; Service team; id `s6`]
   - if "Yes — something's broken" go to Needs a technician on site?; if "No — all good" go to Renewal time: renew the subscription
7. **Needs a technician on site?** [decision; Service team; id `s7`] ⚠ PAIN POINT (critical): Something broke and the customer is already frustrated
   - if "Yes" go to Dispatch a field visit; if "No" go to Handle the support ticket
8. **Dispatch a field visit** [subprocess; Service team; id `s9`], links to the published process "Dispatch a field service visit" (https://forks.world/p/cmv0ieaij003qjw06hwqkzohp; full text at https://forks.world/api/public/cmv0ieaij003qjw06hwqkzohp/export)
   - then Fixed for good?
9. **Fixed for good?** [decision; Service team; id `s11`]
   - if "Yes" go to Renewal time: renew the subscription; if "No" go to Needs a technician on site?
10. **Renewal time: renew the subscription** [subprocess; Customer success; id `s8`], links to the published process "Renew a subscription (before it becomes a surprise)" (https://forks.world/p/cmv0iebew0040jw06unuiyu6a; full text at https://forks.world/api/public/cmv0iebew0040jw06unuiyu6a/export)
   - then Renews?
11. **Renews?** [decision; The customer; id `s12`]
   - if "Yes" go to Expand: offer something new; if "No" go to Learn why and win them back later
12. **Expand: offer something new** [task; Sales; id `s13`]
   - then First I quote
13. **Learn why and win them back later** [end; Customer success; id `s14`]
14. **Handle the support ticket** [subprocess; Service team; id `s10`], links to the published process "Handle a support ticket" (https://forks.world/p/cmv0iea2c003ljw062jmkj015; full text at https://forks.world/api/public/cmv0iea2c003ljw062jmkj015/export)
   - then Fixed for good?

```mermaid
flowchart LR
  subgraph l_cust["The customer"]
    n_s1(["Needs something"])
    n_s12{"Renews?"}
  end
  subgraph l_sales["Sales"]
    n_s2[["First I quote"]]
    n_s3[["Then I sell"]]
    n_s4[["Paperwork"]]
    n_s13["Expand: offer something new"]
  end
  subgraph l_cs["Customer success"]
    n_s5[["Get them started"]]
    n_s8[["Renewal time: renew the subscription"]]
    n_s14(["Learn why and win them back later"])
  end
  subgraph l_svc["Service team"]
    n_s6{"Then I service: any issue?"}
    n_s7{"Needs a technician on site?"}
    n_s9[["Dispatch a field visit"]]
    n_s10[["Handle the support ticket"]]
    n_s11{"Fixed for good?"}
  end
  n_s1 --> n_s2
  n_s2 --> n_s3
  n_s3 --> n_s4
  n_s4 --> n_s5
  n_s5 --> n_s6
  n_s6 -->|"Yes — something's broken"| n_s7
  n_s6 -->|"No — all good"| n_s8
  n_s7 -->|"Yes"| n_s9
  n_s7 -->|"No"| n_s10
  n_s9 --> n_s11
  n_s10 --> n_s11
  n_s11 -->|"Yes"| n_s8
  n_s11 -->|"No"| n_s7
  n_s8 --> n_s12
  n_s12 -->|"Yes"| n_s13
  n_s12 -->|"No"| n_s14
  n_s13 --> n_s2
```

## Full data (JSON)

```json
{
  "title": "Quote, sell, service, renew: the whole customer story",
  "maps": {
    "m_root": {
      "id": "m_root",
      "lanes": [
        {
          "id": "cust",
          "name": "The customer",
          "type": "person"
        },
        {
          "id": "sales",
          "name": "Sales",
          "type": "person"
        },
        {
          "id": "cs",
          "name": "Customer success",
          "type": "person"
        },
        {
          "id": "svc",
          "name": "Service team",
          "type": "person"
        }
      ],
      "steps": [
        {
          "id": "s1",
          "kind": "start",
          "lane": "cust",
          "next": [
            {
              "to": "s2"
            }
          ],
          "uses": [],
          "label": "Needs something"
        },
        {
          "id": "s2",
          "kind": "subprocess",
          "lane": "sales",
          "link": {
            "id": "cmv0ie6sn002mjw06hu8ksavl",
            "scope": "public",
            "title": "Create a quote customers actually say yes to"
          },
          "next": [
            {
              "to": "s3"
            }
          ],
          "uses": [],
          "label": "First I quote"
        },
        {
          "id": "s3",
          "kind": "subprocess",
          "lane": "sales",
          "link": {
            "id": "cmv0ie78x002rjw06p82yefml",
            "scope": "public",
            "title": "Negotiate and close the deal"
          },
          "next": [
            {
              "to": "s4"
            }
          ],
          "uses": [],
          "label": "Then I sell"
        },
        {
          "id": "s4",
          "kind": "subprocess",
          "lane": "sales",
          "link": {
            "id": "cmv0ie7p5002wjw0684q04gs1",
            "scope": "public",
            "title": "Contract and e-signature"
          },
          "next": [
            {
              "to": "s5"
            }
          ],
          "uses": [],
          "label": "Paperwork"
        },
        {
          "id": "s5",
          "kind": "subprocess",
          "lane": "cs",
          "link": {
            "id": "cmv0ie9m0003gjw06n4e7s0hw",
            "scope": "public",
            "title": "Onboard a new customer: the first 30 days"
          },
          "next": [
            {
              "to": "s6"
            }
          ],
          "uses": [],
          "label": "Get them started"
        },
        {
          "id": "s6",
          "kind": "decision",
          "lane": "svc",
          "next": [
            {
              "to": "s7",
              "label": "Yes — something's broken"
            },
            {
              "to": "s8",
              "label": "No — all good"
            }
          ],
          "uses": [],
          "label": "Then I service: any issue?"
        },
        {
          "id": "s7",
          "kind": "decision",
          "lane": "svc",
          "next": [
            {
              "to": "s9",
              "label": "Yes"
            },
            {
              "to": "s10",
              "label": "No"
            }
          ],
          "pain": {
            "note": "Something broke and the customer is already frustrated",
            "level": 3
          },
          "uses": [],
          "label": "Needs a technician on site?"
        },
        {
          "id": "s9",
          "kind": "subprocess",
          "lane": "svc",
          "link": {
            "id": "cmv0ieaij003qjw06hwqkzohp",
            "scope": "public",
            "title": "Dispatch a field service visit"
          },
          "next": [
            {
              "to": "s11"
            }
          ],
          "uses": [],
          "label": "Dispatch a field visit"
        },
        {
          "id": "s10",
          "kind": "subprocess",
          "lane": "svc",
          "link": {
            "id": "cmv0iea2c003ljw062jmkj015",
            "scope": "public",
            "title": "Handle a support ticket"
          },
          "next": [
            {
              "to": "s11"
            }
          ],
          "uses": [],
          "label": "Handle the support ticket"
        },
        {
          "id": "s11",
          "kind": "decision",
          "lane": "svc",
          "next": [
            {
              "to": "s8",
              "label": "Yes"
            },
            {
              "to": "s7",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Fixed for good?"
        },
        {
          "id": "s8",
          "kind": "subprocess",
          "lane": "cs",
          "link": {
            "id": "cmv0iebew0040jw06unuiyu6a",
            "scope": "public",
            "title": "Renew a subscription (before it becomes a surprise)"
          },
          "next": [
            {
              "to": "s12"
            }
          ],
          "uses": [],
          "label": "Renewal time: renew the subscription"
        },
        {
          "id": "s12",
          "kind": "decision",
          "lane": "cust",
          "next": [
            {
              "to": "s13",
              "label": "Yes"
            },
            {
              "to": "s14",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Renews?"
        },
        {
          "id": "s13",
          "kind": "task",
          "lane": "sales",
          "next": [
            {
              "to": "s2"
            }
          ],
          "uses": [],
          "label": "Expand: offer something new"
        },
        {
          "id": "s14",
          "kind": "end",
          "lane": "cs",
          "next": [],
          "uses": [],
          "label": "Learn why and win them back later"
        }
      ],
      "title": "Quote, sell, service, renew: the whole customer story",
      "parent": null
    }
  }
}
```