SaaS business capability map

This SaaS capability map focuses on customer success. It separates customer onboarding from customer support, then identifies product adoption and case resolution as lower-level capabilities. It is a business-architecture view, so it avoids naming current teams or tools. That makes it useful when a company is changing its operating model, reviewing its application landscape or prioritizing investments. Map each application, process or owner to these capabilities after agreeing on the structure. Keep it stable enough to guide decisions as products and teams evolve. Add product delivery and commercial operations only when they are needed for the scope. This keeps the customer experience discussion focused on repeatable abilities instead of the current organizational chart.