Fixing it for good
Who should own the customer?
By Doug Taylor and Jake Mayell, Co-Founders · Last reviewed 16 October 2026
Each outcome needs one named owner in the business, with a clear number to move and backing from the top. Today every team owns its own piece, so every fix stops at the edge of a department and the handovers belong to nobody. The owner doesn't do all the work. They make sure the right work gets done, week after week, until the number moves.
Who should own it? · 1 min
What the video says
Ask who owns the customer, and every team puts its hand up. Ask who owns the whole customer, and nobody does.
Marketing owns the leads. Sales owns the deals. Finance owns the orders, and service owns the tickets and the complaints.
Every team fixes the piece in front of it, so every fix stops at the edge of a department, and the handovers between teams belong to nobody.
Ownership works best when every outcome has one named owner in the business, a clear number to move, and backing from the top to fix what breaks between teams.
The owner doesn't have to do all the work. The owner makes sure the right work gets done, week after week, until the number moves.
Not sure who should own your customer journey? Let's talk.
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