In a small agency the relationships live in individuals. This records what only one person knows, so a departure or retirement does not take the book with it.
What's Included
- Relationship depth per client not just who owns the file.
- Undocumented knowledge captured which is the real risk.
- A handover plan per person prepared before it is needed.
- An assistant that names the single-point dependencies.
How To Use
- Record what only one person knows. That is the actual exposure.
- Introduce a second contact on key clients well before you need to.
- Write the handover plan while the person is still there.
- Review it annually. Relationships and people both change.
Use the ownership map from the workload manager, and prioritise with segmentation.