A customer escalation stalls because Product, Success, Support, and Implementation each assume another function owns the next step. Handoff point -> RACI role -> artifact -> escalation trigger Naming owners in conversation but not naming the artifact means remote contributors still depend on hallway translation. Find the handoff point Identify where the work crosses functions or locations: customer workaround approved, customer message drafted, implementation change scheduled. Role clarity matters most at transfer points because assumptions multiply there. Name RACI roles Responsible does the work, Accountable owns the result, Consulted adds expertise, Informed receives the final record. The categories reduce duplicate…

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