When a Customer Issue Crosses Team Boundaries

A customer raises an issue that touches both the account relationship and the delivery team’s work. The account manager may expect delivery to own the fix; delivery may expect the account manager to manage updates and customer expectations. Both may be acting reasonably—and still leave a gap.

Before proposing a handoff, what should the teams make explicit: who investigates, who communicates, and who decides what can be promised? How can they give the customer one clear next step without making either team responsible for work outside its control?