Chapter 6CRM Non-Compliance
Anxious for an update on XXText Inc., sales manager Mary reviews the account in the CRM system. Seeing Rick’s entry, 7/14 3:14 p.m. spoke w/Abigail, makes her wonder why she bothered. At least this message beats the typical entry: SEM. Translation: sent e-mail. Shortly after hiring him, Mary learned that if Rick entered any information into the CRM system at all, he used his own custom shorthand.
She knows he follows up on all his leads because his numbers reflect the effort. But he doesn’t record the activity in the system. This leaves both Mary and the director of marketing frustrated.
Clients enjoy working with Rick. A solid performer so far, he’s on track to surpass his third quarter sales quota by 15 percent. ...
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