Suggestion: possibly additional use case

[mdan1eli]

An additional use case that may be considered in the list is leveraging the charts to drive some strategic discussion on delivery approaches, for example between externalization and internalization, or adoption of SaaS.

[NTCoding]

Hey @mdan1eli, this is a very common use of the tool. Generic domains for example are strong candidates for off-the-shelf.

Do you have any experiences in this area that you would like to share or any particular use cases you would like us to cover in this repository?

[mdan1eli]

Thanks @NTCoding. I frequently bind this with reasoning on portability and lock-in. Let me start with an example.

Assessing its CRM strategy, one insurance willing to move from a transaction-centric approach at renewal to a customer-centric with up-selling / cross-selling assessed that its requirements for lead and campaign management were highly tailored to its tied agents workforce needs and opted for a custom approach. Adapting commercial off the shelf would have required a significant level of customization that would dilute benefits.

Fast forward a few years ahead, CRM market has developed and the level of differentiation significantly reduced. Reassessing its strategy for a next-generation sales platform, new capabilities that are less differentiated but more complex are required (in general we see this in the evolution axis of Wardley Maps and in a shift from Core to Supporting in domain charts). So far this is pretty straightforward aligned with existing content.

Now assessing options, pure cloud SaaS solutions vs multi-cloud CRM platforms have to be evaluated (remember that financial organizations have stricter resilience requirements) and I still see the core domain chart as a useful starting point to resonate on options taking into consideration additional aspects like portability (relocatable workload vs repeatable workflow or basic design), resilience (entry vs exit barrier evaluation for example) and operability (costs, cognitive load, time to market).

1. More differentiated capabilities may require higher resilience (ease of switching) and we may prefer solutions that are more portable across infrastructure or providers.
2. An interesting area may be in Supporting, with a good level of specialization and mid-to-high complexity. High investments may not be always suitable and commercial or cloud platforms have a certain appeal. With a controlled level of diversification, the workflow portability is likely assured and SaaS solutions should be preferred - because the business capability (maybe not its realization) is replaceable.

An example of the latter is e-commerce. We speak a lot of e-commerce in retail, but there are shop experiences for services in many other sectors (like telco). Developing a good CX is sufficiently complex but there is little differentiation in merchandize, checkout, fulfillment and investing in building internally may be too expensive.

[NTCoding]

Hey @mdan1eli,

Would you be interested in writing this up as a case study? It feels like it would be a great blog post and we can reference the blog post from this repository or host the case study in this repository.

Let me know what you think.

[mdan1eli]

Hi @NTCoding happy to pick this up. I have some time. Happy to have you do some revisions.