Rules of Engagement: API Contracts for Teams
Rules of Engagement (RoE) are an API contract for human teams, defining how they interact to prevent chaos. They clarify who owns a customer conversation or how feature requests are handled.
Rules of Engagement (RoE) are the human equivalent of an API contract: structured guidelines defining how teams like Sales, Support, and Product interact with each other and with customers. They clarify ownership, preventing Sales from promising a feature Engineering hasn't scoped or Support from being blindsided by an upsell. The biggest mistake is assuming these rules are 'common sense'; without explicit RoE, teams default to their own incentives, causing internal friction and a chaotic customer experience.
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