# Customer relationship record

Author: Adrian Sutherland  
Edition: Version 1.0  
Prepared: September 2026  
Copyright: © 2005–2026 Adrian Sutherland

Replace prompts with your own decisions, sources and results. Link existing records where useful.

## People and scope

Identify who uses, pays for or benefits from the service, and who may act for
someone else. Record the observations behind differences in their needs.

## Outcome and agreement

Describe an acceptable outcome for each party. State which decisions each
may make and how their agreement is recorded.

## Experience and access

Describe how people interact with the service and what assistance they need.
State which information each role may receive.

## Change and ownership

Name the service owner. Record how open cases, communication and review
will be handled when the service changes.

## Observations and decisions

Record how research was conducted, what it found and which decisions changed.
Keep assumptions and proposed checks separate from actual findings.