Standards
Customer Communication Standard
Make sure the communications that actually carry risk or commitment are recorded — not every conversation, only the ones that matter if disputed later.
- Owner
- Customer Success / Account Manager
- Governs
- Response time, channel, and tone for customer-facing communication — and which communications are operationally significant enough to record.
- Applies to
Requirements
Each requirement must eventually be verifiable — not policy prose.
Scope approval, schedule confirmation, change requests, delay notifications, acceptance, disputes, and other material customer decisions must each be recorded with a date and the customer’s response — not routine day-to-day chatter.
An overdue customer response must be flagged once the SLA window passes.
- Future system rule
An overdue customer response is flagged once the SLA window passes.
Compliance measurement
Operationally significant communications recorded ÷ operationally significant communications that occurred — the denominator is inherently hard to measure without a defined trigger per communication type; flagged as a real limitation, not solved here.
Required data
- Communication type
- Occurred date
- Recorded date