# Customer relationship record

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

Fictional worked record; decisions are proposed and checks are unrun.

## People and scope

CU-D1 distinguishes the learner, payer and authorised representative. Their
needs are fictional assumptions. The first proposed process-only trial
covers provider-run courses; partner courses and refunds go for a separate
decision. This record explores wider relationships for later work.

## Outcome and agreement

The learner would agree to a suitable alternative. Authority to approve
additional spending and permission to act or receive information for the
learner would need separate agreement.

## Experience and access

CU-F1 proposes comparing the choices available online and with assistance.
The payer or representative would receive learner details only within their
agreed permissions.

## Change and ownership

The proposed case owner would progress the resolution. A change to the
agreement rule would affect process, data, security and channels.

## Observations and decisions

No research or trial has taken place. The proposed check compares whether
the learner can understand, agree to and correct a choice.