{"schema":"https://ver.cy/schemas/card/1.0.0","id":"vr.wm-org-014","code":"wm-org-014-customer-account-relationship","url":"https://ver.cy/models/wm-org-014-customer-account-relationship/","name":"Customer / Account Relationship","alternateNames":[],"kind":"world-model","status":"published","version":"0.3.0-research.1","language":"en","classifiers":{"family":"World Models","category":"Society, people and institutions","entryKind":"relationship","plane":"","domain":["SOC.ORG.CRM"],"industry":["Cross-industry"],"navPath":"NAV.SOC.ORG.CRM","tags":["customer","account","relationship","soc.org.crm"],"facets":{}},"whatItIs":"A source-qualified commercial relationship, not global party identity. CRM account, individual contact, billing customer, login, prospect and entitlement remain distinct record kinds.","purpose":"Describe a customer relationship mastered by CRM, including seller scope, role, lifecycle, commercial references and accountable context.","scope":{"in":["Seller-scoped customer identity, participant roles and recognition evidence","Source lifecycle, grouping, account responsibility and contact preference provenance","Commercial-master references, interactions, duplicate lineage and governed exchange"],"out":["Party identity, login credentials and payment instruments","Executing outreach, charging, credit decisions, service entitlement changes or CRM merge transactions","Universal customer state machine, legal corporate hierarchy or consent inference"],"boundaries":[{"neighbor":"Party master","distinction":"One party can participate in multiple customer relationships and seller/service scopes."},{"neighbor":"Billing and subscription masters","distinction":"Their attributed snapshots and typed references do not define CRM relationship truth."},{"neighbor":"Lead and opportunity","distinction":"Customer recognition needs declared evidence; prospect record creation alone is not universal establishment of a relationship."},{"neighbor":"Contact and communication authority","distinction":"A contact link or permissive preference default proves neither authority to purchase nor permission to communicate."}]},"distinguishingFeatures":["A seller-scoped commercial relationship, not a global identity for the person or company.","Keeps CRM account, contact, billing customer, login and prospect as distinct record kinds.","Differs from a lead or opportunity, which describe potential sales, not an established relationship.","References billing and subscription masters without owning charges or entitlements."],"structure":{"bundles":[{"id":"customer-customer-role-and-commercial-scope","name":"Customer role and commercial scope","description":"Customer relationship customer role and commercial scope.","layers":[{"id":"customer-identity","name":"Supplier-qualified relationship identity","description":"Customer relationship record for supplier-qualified relationship identity, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-identity-record","name":"Supplier-qualified relationship identity record","description":"Customer relationship record for supplier-qualified relationship identity, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which master namespace and identifier distinguish this customer relationship from its party identity?","id":"customer-identity-q01","kind":"identity"},{"text":"Which selling organization, business unit or service scope defines the relationship?","id":"customer-identity-q02","kind":"relationship"},{"text":"Which aliases and external customer IDs identify this same scoped record rather than another account of the party?","id":"customer-identity-q03","kind":"evidence"}]}]},{"id":"customer-kind","name":"Account kind and participant roles","description":"Customer relationship record for account kind and participant roles, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-kind-record","name":"Account kind and participant roles record","description":"Customer relationship record for account kind and participant roles, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Does the source record represent a customer role, CRM account, individual contact or billing account?","id":"customer-kind-q01","kind":"classification"},{"text":"Which parties act as buyer, payer, user, bill receiver or representative in this relationship?","id":"customer-kind-q02","kind":"relationship"},{"text":"Which authority evidence limits what each related contact can request without assuming purchasing power from a contact link?","id":"customer-kind-q03","kind":"authority"}]}]}]},{"id":"customer-qualification-and-relationship-lifecycle","name":"Qualification and relationship lifecycle","description":"Customer relationship qualification and relationship lifecycle.","layers":[{"id":"customer-recognition","name":"Customer recognition and onboarding references","description":"Customer relationship record for customer recognition and onboarding references, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-recognition-record","name":"Customer recognition and onboarding references record","description":"Customer relationship record for customer recognition and onboarding references, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"What evidence distinguishes a prospect record from an established customer relationship under the owner's definition?","id":"customer-recognition-q01","kind":"evidence"},{"text":"Which onboarding or agreement records establish the current relationship without importing their workflows?","id":"customer-recognition-q02","kind":"process"},{"text":"Which prerequisites remain unknown or unmet without turning that state into an automated eligibility or credit decision?","id":"customer-recognition-q03","kind":"constraint"}]}]},{"id":"customer-state","name":"Commercial state and temporal history","description":"Customer relationship record for commercial state and temporal history, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-state-record","name":"Commercial state and temporal history record","description":"Customer relationship record for commercial state and temporal history, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which source-qualified lifecycle state and reason describe this relationship at the effective time?","id":"customer-state-q01","kind":"state"},{"text":"When were activation, dormancy, closure or reactivation observed and recorded, distinct from source effect?","id":"customer-state-q02","kind":"temporal"},{"text":"Does record closure mean ended commercial relationship, CRM deactivation or data retirement, and which obligations remain elsewhere?","id":"customer-state-q03","kind":"lifecycle"}]}]}]},{"id":"customer-relationship-structure-and-ownership","name":"Relationship structure and ownership","description":"Customer relationship relationship structure and ownership.","layers":[{"id":"customer-grouping","name":"Account grouping and hierarchy","description":"Customer relationship record for account grouping and hierarchy, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-grouping-record","name":"Account grouping and hierarchy record","description":"Customer relationship record for account grouping and hierarchy, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which parent, group or subsidiary links are CRM organization conveniences versus legal-party relationships?","id":"customer-grouping-q01","kind":"relationship"},{"text":"What scope, cardinality and validity qualify a group roll-up without assuming the source's one-parent rule is universal?","id":"customer-grouping-q02","kind":"composition"},{"text":"Which measures or records must not be double-counted or shared merely because accounts are grouped?","id":"customer-grouping-q03","kind":"constraint"}]}]},{"id":"customer-responsibility","name":"Account responsibility and service routing","description":"Customer relationship record for account responsibility and service routing, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-responsibility-record","name":"Account responsibility and service routing record","description":"Customer relationship record for account responsibility and service routing, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Who stewards this relationship and which team or role owns each service responsibility?","id":"customer-responsibility-q01","kind":"ownership"},{"text":"Which assignment, territory or handover evidence limits the responsible person's authority and valid interval?","id":"customer-responsibility-q02","kind":"authority"},{"text":"Where are unresolved support requests routed without duplicating case or grievance ownership?","id":"customer-responsibility-q03","kind":"process"}]}]}]},{"id":"customer-commercial-and-communication-bindings","name":"Commercial and communication bindings","description":"Customer relationship commercial and communication bindings.","layers":[{"id":"customer-bindings","name":"Billing, agreement and entitlement references","description":"Customer relationship record for billing, agreement and entitlement references, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-bindings-record","name":"Billing, agreement and entitlement references record","description":"Customer relationship record for billing, agreement and entitlement references, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which billing accounts, contracts, subscriptions or service entitlements are related, with which master systems?","id":"customer-bindings-q01","kind":"relationship"},{"text":"Which account or payment status can be displayed as an attributed snapshot but must not be interpreted as relationship truth?","id":"customer-bindings-q02","kind":"provenance"},{"text":"Which operations remain exclusively with billing or service masters rather than the customer context record?","id":"customer-bindings-q03","kind":"constraint"}]}]},{"id":"customer-contact","name":"Contact channels and preference evidence","description":"Customer relationship record for contact channels and preference evidence, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-contact-record","name":"Contact channels and preference evidence record","description":"Customer relationship record for contact channels and preference evidence, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which contact points and address roles are valid for this relationship and purpose, rather than global party attributes?","id":"customer-contact-q01","kind":"relationship"},{"text":"Which preferences or suppression flags are expressed, inferred or system defaults, and from which evidence?","id":"customer-contact-q02","kind":"provenance"},{"text":"Which separate consent or policy authority must be consulted before contact, regardless of a permissive default flag?","id":"customer-contact-q03","kind":"authority"}]}]}]},{"id":"customer-relationship-observations-and-identity-change","name":"Relationship observations and identity change","description":"Customer relationship relationship observations and identity change.","layers":[{"id":"customer-assessment","name":"Interaction and assessment context","description":"Customer relationship record for interaction and assessment context, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-assessment-record","name":"Interaction and assessment context record","description":"Customer relationship record for interaction and assessment context, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which interaction, complaint or purchase references inform the customer relationship without copying their payloads?","id":"customer-assessment-q01","kind":"evidence"},{"text":"Which classification or relationship-health assessment has a named method, time and uncertainty instead of an unexplained score?","id":"customer-assessment-q02","kind":"measurement"},{"text":"Which information is excluded from profiling and downstream automated decisions under the governing policy?","id":"customer-assessment-q03","kind":"privacy"}]}]},{"id":"customer-reconciliation","name":"Duplicate, merge and split lineage","description":"Customer relationship record for duplicate, merge and split lineage, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-reconciliation-record","name":"Duplicate, merge and split lineage record","description":"Customer relationship record for duplicate, merge and split lineage, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which evidence identifies duplicate relationship records while preserving distinct seller or service scopes?","id":"customer-reconciliation-q01","kind":"identity"},{"text":"Which authorized merge/split decision maps old identifiers and fields to surviving or new records?","id":"customer-reconciliation-q02","kind":"decision"},{"text":"How can a mistaken merge be corrected without losing source lineage, preferences or unrelated customer accounts?","id":"customer-reconciliation-q03","kind":"exception"}]}]}]},{"id":"customer-stewardship-and-interoperability","name":"Stewardship and interoperability","description":"Customer relationship stewardship and interoperability.","layers":[{"id":"customer-stewardship","name":"Mastership, access and retention","description":"Customer relationship record for mastership, access and retention, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-stewardship-record","name":"Mastership, access and retention record","description":"Customer relationship record for mastership, access and retention, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which CRM is authoritative for each relationship field and which caches are stale or conflicting?","id":"customer-stewardship-q01","kind":"ownership"},{"text":"Which actors may read or update which fields without gaining access to private billing or identity data?","id":"customer-stewardship-q02","kind":"access"},{"text":"What retention and correction rules keep necessary history while avoiding unnecessary personal-data copies?","id":"customer-stewardship-q03","kind":"retention"}]}]},{"id":"customer-mapping","name":"Versioned mapping and agent acceptance","description":"Customer relationship record for versioned mapping and agent acceptance, qualified by seller, source and effective scope; not remastered party or billing truth.","findings":[{"id":"customer-mapping-record","name":"Versioned mapping and agent acceptance record","description":"Customer relationship record for versioned mapping and agent acceptance, qualified by seller, source and effective scope; not remastered party or billing truth.","questions":[{"text":"Which exact TMF629, CRM or billing-customer schema mappings preserve the declared record kind?","id":"customer-mapping-q01","kind":"interoperability"},{"text":"What identifiers, role meanings, hierarchy rules or preference defaults are lost or changed in a round trip?","id":"customer-mapping-q02","kind":"quality"},{"text":"Which authorized record operations and negative fixtures prevent contact, charging or eligibility changes as unintended effects?","id":"customer-mapping-q03","kind":"validation"}]}]}]}]},"agentConduct":{"may":["Resolve a customer relationship within one seller scope.","Record a role, lifecycle change or interaction with its source and time.","Propose duplicate merges with the evidence for review.","Export a projection permitted by the declared purpose."],"mustNot":["Infer marketing consent from contact association or account grouping.","Merge customer records across seller scopes without authority.","Make credit, pricing or service decisions from relationship data.","Assign unexplained customer worth scores or infer sensitive traits.","Send outreach directly from the relationship record."],"requiresHuman":["Approving record merges.","Handling erasure or objection requests.","Closing a customer relationship."]},"ethics":{"considerations":["Customer data is personal data; collection and retention should match a stated purpose.","Segmentation and scoring can lead to unfair treatment or exclusion of customers.","Wrong merges can expose one customer's data to another."],"affectedParties":["Individual customers and their contacts","Business customers and their staff","Sales and service staff using the record"]},"owners":{"steward":"Identify CRM relationship owner and accountable steward.","roles":[{"name":"Dimension owner","responsibilities":["Defines purpose and delegation."]},{"name":"Customer-data steward","responsibilities":["Maintains scope, mastership and lifecycle attribution."]},{"name":"Contributor","responsibilities":["Records authorized minimal evidence."]},{"name":"Reviewer","responsibilities":["Checks ambiguous identity, grouping, preferences and proposed reconciliation."]},{"name":"Custodian","responsibilities":["Enforces retention, field disclosure and audit controls."]}],"masterSystems":[]},"relations":[{"target":"WM-ORG-012","type":"references","note":"Proposed inter-organization link for business customers; not an approved hierarchy or universal party master."},{"target":"https://raw.githubusercontent.com/tmforum-apis/TMF629_CustomerManagement/main/TMF629-Customer_Management-v5.0.1.oas.yaml","type":"aligned","note":"Candidate TMF629 mapping; full schema conformance is not claimed."},{"target":"https://www.w3.org/TR/prov-o/","type":"aligned","note":"Candidate record attribution and derivation vocabulary."},{"target":"Party master","type":"neighbor","note":"One party can participate in multiple customer relationships and seller/service scopes."},{"target":"Billing and subscription masters","type":"neighbor","note":"Their attributed snapshots and typed references do not define CRM relationship truth."},{"target":"Lead and opportunity","type":"neighbor","note":"Customer recognition needs declared evidence; prospect record creation alone is not universal establishment of a relationship."},{"target":"Contact and communication authority","type":"neighbor","note":"A contact link or permissive preference default proves neither authority to purchase nor permission to communicate."},{"target":"WM-ORG-012","type":"parent"}],"interaction":{"identity":{"applicability":"required","items":["Authoritative master-qualified identifier","Governed issuer-qualified URI","Dimension-issued UUID"]},"properties":{"applicability":"not-applicable","items":[]},"recognition":{"applicability":"optional","items":["A customer relationship has a seller scope, an account identifier, participant roles and a lifecycle state.","Confused with the person or company itself, a login account, a billing account and a lead."]},"capabilities":{"applicability":"required","items":["Resolve customer relationship: Find a scoped relationship, not a global person identity.","Record customer role and scope: Append an attributed participant role.","Revise attributed lifecycle: Record a source-state change with effective and knowledge time.","Link commercial masters: Associate typed billing, agreement and support references.","Propose duplicate reconciliation: Prepare a scoped merge/split proposal with recovery lineage.","Export permitted projection: Map only authorized relationship fields."]},"hazards":{"applicability":"required","items":["Messages sent without valid consent.","Cross-customer data exposure through bad merges.","Decisions based on outdated lifecycle state."]},"interfaces":{"applicability":"required","items":["TM Forum TMF629 Customer Management API.","vCard, IETF RFC 6350, for contact data.","schema.org Person and Organization.","LEI, ISO 17442, for business customers."]},"context":{"applicability":"required","items":["TM Forum, Microsoft and Stripe model different system scopes. No vendor schema is asserted as universal law or permission for contact, credit or billing."]}},"sources":[{"title":"TMF629 Customer Management OAS","url":"https://raw.githubusercontent.com/tmforum-apis/TMF629_CustomerManagement/main/TMF629-Customer_Management-v5.0.1.oas.yaml","note":"TM Forum"},{"title":"Customer entities: Account and Contact","url":"https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/customer-entities-account-contact?view=op-9-1","note":"Microsoft"},{"title":"Dataverse Account table reference","url":"https://learn.microsoft.com/en-us/power-apps/developer/data-platform/reference/entities/account","note":"Microsoft"},{"title":"Customer object","url":"https://docs.stripe.com/api/customers/object","note":"Stripe"},{"title":"PROV-O: The PROV Ontology","url":"https://www.w3.org/TR/prov-o/","note":"W3C"},{"title":"Date and Time on the Internet: Timestamps","url":"https://www.rfc-editor.org/rfc/rfc3339","note":"IETF"}],"openQuestions":["Independent review and exact source/license pins.","Executable kind, preference, merge-recovery and round-trip fixtures.","Approved composition and industry-specific customer profiles.","Claude and Grok each timed out once; Codex-only reviewable-draft without independent review.","Selected source clauses only; full required-field graph, exact release/commit pins and licenses unverified.","No executable nested schemas, CRM adapters, consent verifier or merge/round-trip fixtures delivered.","Customer industry/jurisdiction profiles and approved composition ledger edges remain pending."],"resources":{"spec":"/models/wm-org-014-customer-account-relationship/spec.yaml","agents":"/models/wm-org-014-customer-account-relationship/AGENTS.md","source":"https://github.com/ver-cy/world-models/tree/feat/mega-model-registry/research/runs/wm-org-014"},"provenance":{"origin":"world-models research","builtFrom":["models/wm-org-014-customer-account-relationship/spec.yaml","ver-cy/world-models/card-supplements/wm-org-014-customer-account-relationship.json"],"providers":["Codex"],"researchStatus":"reviewable-draft","generatedAt":"2026-09-09T21:15:18Z","builder":"tools/build_cards.py@1.0.0"},"completeness":{"sections":{"classifiers":"filled","whatItIs":"filled","purpose":"filled","distinguishingFeatures":"filled","structure":"filled","agentConduct":"filled","ethics":"filled","owners":"filled","relations":"filled","interaction.identity":"filled","interaction.properties":"not-applicable","interaction.recognition":"filled","interaction.capabilities":"filled","interaction.hazards":"filled","interaction.interfaces":"filled","interaction.context":"filled","sources":"filled"},"notes":{"interaction.properties":"Institutional or informational subject: no invented physical properties.","_supplement":"Sections authored in card supplement 1.0.0 by Claude (Opus 5.5) (2026-10-05, unreviewed). Written from the published specification and established practice in the field; no new sources were read. Unreviewed."},"score":1.0}}