From ce5ec32b48b90d2cffe4cc34e46e6d0b4e5438b7 Mon Sep 17 00:00:00 2001
From: Michael Davis <MichaelBDavis@users.noreply.github.com>
Date: Sun, 25 Jan 2026 18:55:45 -0800
Subject: [PATCH] Create v2/systems-and-tools.md

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+# Systems and Tools
+
+## Purpose
+
+This page defines the core systems and tools used by the Commercial Organization at FlowFuse.  
+These systems support customer engagement, opportunity management, delivery coordination, and internal collaboration across Sales, Solution Engineering, Customer Success, Professional Services, and Sales Partnerships.
+
+The goal is to ensure consistency, visibility, and accountability across the commercial lifecycle.
+
+---
+
+## Guiding Principles
+
+The Commercial Organization uses systems and tools according to the following principles:
+
+- **Single source of truth** for customer and opportunity data
+- **Shared visibility** across functions where collaboration is required
+- **Clear ownership** for data quality and maintenance
+- **Process before tooling** — tools support processes, not replace them
+- **Minimal duplication** and avoidance of shadow systems
+
+---
+
+## Core Systems
+
+### Customer Relationship Management (CRM)
+
+The CRM is the system of record for:
+
+- Accounts, contacts, and organizations
+- Opportunities and sales stages
+- Forecasting and pipeline management
+- Commercial history and decision context
+- Partner involvement and attribution
+
+**Primary users:** Sales, Solution Engineering, Customer Success, Sales Partnerships  
+**Ownership:** Sales (data integrity and forecasting discipline)
+
+All customer-facing commercial activity must be reflected in the CRM.
+
+---
+
+### Communication and Scheduling
+
+Communication and scheduling tools are used to:
+
+- Coordinate customer meetings and workshops
+- Manage internal and external calendars
+- Support synchronous and asynchronous communication
+
+**Primary users:** All Commercial Organization functions  
+Meeting notes, outcomes, and next steps should be documented in the CRM or shared documentation systems as appropriate.
+
+---
+
+### Documentation and Knowledge Management
+
+Documentation tools are used to:
+
+- Capture discovery notes and value narratives
+- Document solution architectures and technical decisions
+- Maintain internal enablement and reference materials
+- Support handoffs between functions
+
+**Primary users:** All Commercial Organization functions  
+Documentation should be accessible, structured, and reusable.
+
+---
+
+### Demo and Sandbox Environments
+
+Demo and sandbox environments are used to:
+
+- Support product demonstrations
+- Enable proof-of-concept (PoC) activities
+- Validate technical fit and integration approaches
+
+**Primary users:** Solution Engineering, Sales  
+**Ownership:** Solution Engineering
+
+Demo environments should reflect realistic customer use cases and avoid ad-hoc customization that cannot be supported.
+
+---
+
+### Customer Health and Usage Monitoring
+
+Customer health and usage tools are used to:
+
+- Monitor adoption and engagement
+- Identify risk and early warning signals
+- Support renewal readiness and expansion planning
+
+**Primary users:** Customer Success  
+**Ownership:** Customer Success
+
+Health signals should inform, not replace, direct customer engagement.
+
+---
+
+### Project and Delivery Management
+
+Project and delivery tools are used to:
+
+- Plan and track scoped Professional Services engagements
+- Coordinate cross-functional delivery activities
+- Communicate status and milestones internally and externally
+
+**Primary users:** Professional Services, Solution Engineering  
+**Ownership:** Professional Services
+
+These tools are not substitutes for CRM opportunity tracking.
+
+---
+
+### Partner Management
+
+Partner management tools are used to:
+
+- Track partner relationships and readiness
+- Manage partner-sourced and co-sell opportunities
+- Support partner enablement and performance tracking
+
+**Primary users:** Sales Partnerships, Sales  
+**Ownership:** Sales Partnerships
+
+Partner-related activity should remain visible within the CRM where it impacts opportunities.
+
+---
+
+## Data Ownership and Hygiene
+
+Each system has a designated owner responsible for:
+
+- Defining required fields and standards
+- Ensuring data quality and completeness
+- Training users on correct usage
+- Auditing and improving system adoption
+
+Poor data hygiene undermines forecasting, collaboration, and decision-making.
+
+---
+
+## What This Page Is (and Is Not)
+
+This page:
+- Defines **which systems are used and why**
+- Clarifies **ownership and accountability**
+- Establishes **expectations for usage**
+
+This page does **not**:
+- Provide step-by-step tool instructions
+- Replace function-specific enablement
+- Enumerate every vendor or configuration detail
+
+Detailed usage guidance is documented in role- or function-specific enablement materials.
+
+---
+
+## How This Page Is Used
+
+This page provides shared context across the Commercial Organization.  
+Function-specific pages may reference this page rather than redefining systems and tools.
+
+This separation ensures consistency while allowing execution details to evolve.