Building for a Distribution Business Series: #1 The End Game Is the Customer Experience
Building for a Distribution Business Series: #1 The End Game Is the Customer Experience
The article explains how to design a business system by starting with the customer experience you want to create, then working backwards to the data and operational capabilities needed to support it. It offers a practical mental model: plan downwards from customer needs, but build upwards from reliable product, customer and supplier data, using deterministic systems for clear business rules and AI where judgement is less easily reduced to rules. It provides the foundation for understanding why the project’s individual components are being built, and how they are intended to fit together over time.
The article explains how to design a business system by starting with the customer experience you want to create, then working backwards to the data and operational capabilities needed to support it. It offers a practical mental model: plan downwards from customer needs, but build upwards from reliable product, customer and supplier data, using deterministic systems for clear business rules and AI where judgement is less easily reduced to rules. It provides the foundation for understanding why the project’s individual components are being built, and how they are intended to fit together over time.