A design framework for deciding which customer segments deserve investment, and for making that decision repeatable. It sets out who owns segment economics, who proposes and approves reallocations, and how handoffs and exceptions are governed.
The 13 sections
The framework defines the decision and when to use it, the inputs it requires, and how to rank the evidence behind them. It gives a step-by-step method for segment contribution, cost-to-serve, acquisition cost and cohort retention, with posture rules and readiness scoring anchors. It compares four operating model options and recommends one, with a role map, a planning cadence and an approval matrix. It also covers execution workstreams, approval gates, a risk register and KPI definitions. It includes a fully worked synthetic case, a failure case, an alternate scenario and a design-critique exercise. Editable tools cover segment economics, decision rights, handoff testing, assumptions and benefits.
- Purpose and decision
- Context and applicability
- Inputs and evidence
- Definitions and assumptions
- Method and analytical logic
- Current-state assessment
- Options and business case
- Recommended design
- Execution and activation
- Governance and risk
- Measurement and benefits
- Worked example and practice
- Working tools and references