Situation: Oslo’s biggest knitting supplies wholesaler recently launched an ecommerce store and hired a RevOps professional named Einar. He has mapped out the buyer’s journey for the company’s customers, and he is in the process of documenting everywhere responsibility for a customer is passed from one team to another. This is an example of:

Process definition involves mapping workflows and documenting how responsibilities transfer between teams throughout the customer journey. Einar’s work of charting handoffs and touchpoints establishes clear, repeatable processes. RevOps principles emphasize well-defined processes to ensure operational alignment, reduce gaps, and improve revenue predictability. Documented handoffs prevent confusion and support accountability across marketing, sales, and customer success. Clear process definitions enable continuous optimization and scalable growth.