Chapters
- 01 · One Business, Four Kinds of Records
- 02 · Define Leads and Contacts
- 03 · Build the Person Lifecycle
- 04 · Build the Account Lifecycle
- 05 · Define Opportunity Stages
- 06 · Assign Owners and Handoffs
- 07 · Define Important Fields and Sources
- 08 · Resolve Conflicts and Open Questions
- 09 · Capstone: Publish the Business Truth Map
12 min · Interactive exercise
Define Important Fields and Sources
Record meaning, writer, source, authority, freshness, lineage, dependencies, and intended use.
Acme has two fields that look like they answer the same question: account_health and renewal_risk_score. A nightly job recalculates the score and touches the record every night, so the generic modified date is always recent, even though the CSM's assessment is two weeks old. A field label and a timestamp can't do the job a field contract is supposed to do.
What a field contract actually needs
For every load-bearing field, record: source (how the value arrived), writer (who may change it), primary source (the original maintained record behind a copy or calculation), lineage (the paper trail), authority (whether it may support one specific decision), freshness (the observation time and cadence), and intended use.
Source doesn't rank fields from good to bad. A CSM's assessment can be the primary source for a practitioner judgment; a calculation can be the primary source for a defined score. Intended use, evidence, and freshness decide fitness, not where the value came from.
The decision: a contract, not the newest timestamp
Preserve both of Acme's risk fields, name their different uses, and route the real disagreement for review. The renewal_risk_score is authoritative for the risk-prioritization report while the job stays healthy; it is not proof the CSM changed their mind. The record's generic modified date shows up only as an audit detail, and it can't settle the actual business question.
Carry this into your business
Start with the fields that can change work or change a number someone reports. Write the business question before the platform name, then find the fields similar enough to get confused for one another. Those cause the expensive, quiet failures.
GTM Lab
Saved locallyBusiness Truth Map · 0 of 9 sections started
Saved locally to your browser.
Complete the field entries and resolve the conflict
Complete all 4 field entries, map both milestones, then choose how to resolve the conflicting risk fields.
Fixture: field-conflict
Acme Manufacturing · conflicting risk fields
FIXTURE-FIELD-CONFLICT- account_health
- Healthy (CSM-entered, 6 days ago)
- renewal_risk_score
- High (calculated nightly)
- Generic modified date
- Last night
person_lifecycle drives Sales handoff eligibility and the funnel report. Complete its field entry.
Complete the person_lifecycle field entry
System-derived, written by lifecycle automation, authoritative, event-driven.
sales_accepted_at is the timestamp the handoff SLA report depends on. Complete its field entry.
Complete the sales_accepted_at field entry
Written by the handoff-acceptance rule the moment Sales records acceptance.
account_health is a CSM's own judgment call, entered by hand. Complete its field entry.
Complete the account_health field entry
Human-entered on the customer-review cadence, owned by Customer Success.
renewal_risk_score is a nightly automated calculation that can disagree with account_health. Complete its field entry.
Complete the renewal_risk_score field entry
Calculated nightly from product and support signals, owned by Revenue Operations.