Sales Channels · Channel conflict · Component
The boundaries
Which route owns which customers, by an explicit rule — because ambiguity is what creates the conflict.
The deliverable
What it is
Segmentation is the standard remedy for channel conflict: routes are assigned distinct customers so they do not meet.
The rule has to be applicable without judgement, or it will be interpreted in favour of whoever is closest to the deal.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The edge cases
Customers the rule does not clearly assign.
3 attributes: Case · Assigned to · Reason
LearnThe transitions
What happens when a customer crosses a boundary.
3 attributes: Transition · Compensation · Notice
Learn
A customer growing out of partner coverage into direct is common and badly handled. Decide the compensation first.
The other components in channel conflict
The mechanism
Deal registration, price floors and whatever else enforces the boundary — because a rule with no mechanism is a preference.
LearnThe arbiter
Who rules on cases the boundary does not cover, and how quickly — because disputes arrive with a deadline attached.
Learn