79 lines
2.1 KiB
Markdown
79 lines
2.1 KiB
Markdown
# ADR 0015: Customer Ownership and Contact Sharing
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## Status
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Accepted
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## Context
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The CRM customer domain already supported customer masters, contacts, leads/enquiries, and quotations, but it still lacked two production behaviors:
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- a first-class primary owner for each customer
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- a persistent sharing model for customer contacts
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That gap caused two operational problems:
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- Marketing could not reliably suggest the right sales owner when creating a lead.
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- Contact visibility depended on creator/admin fallbacks instead of explicit business governance.
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## Decision
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We introduce two persistent governance models.
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### 1. Customer owner
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`crm_customers` now stores:
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- `owner_user_id`
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- `owner_assigned_at`
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- `owner_assigned_by`
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Ownership changes are recorded in `crm_customer_owner_history`.
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Rules:
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- one primary owner at a time
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- owner is organization-scoped
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- owner changes are auditable
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- customer owner gains visibility to the customer and related CRM work, subject to CRM scope rules
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### 2. Contact sharing
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`crm_contact_shares` becomes the production source of truth for persistent contact sharing.
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Rules:
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- creator keeps access
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- explicitly shared users gain access
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- customer owner gains access
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- CRM admin and broader organization/team scopes keep access
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- removing a share revokes access by deactivating the share row
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### 3. Lead assignment suggestion
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Lead/enquiry creation now accepts an optional assignee suggestion.
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When a selected customer has an owner:
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- the form pre-selects that owner as the suggested sales owner
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- users may override before submit
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- the create route records whether the suggestion was used or overridden
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## Consequences
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Positive:
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- customer responsibility is now explicit and historical
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- contact access is governed by durable business state instead of demo-only behavior
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- lead routing is more accurate at creation time
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Tradeoffs:
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- visibility logic across customer/contact/enquiry flows becomes more stateful
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- team-scope remains approximate until a first-class team graph exists
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## Notes
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- This ADR does not introduce multiple primary owners, temporary shares, or territory management.
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- Customer owner does not imply approval authority.
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