Change the sales rep experience, improve the customer experience
The first CRM launch truly changed the way sales were managed. We went from tracking customers on spreadsheets (and even in rolodexes) to tracking them and their attendant opportunities with software. It wasn’t long before reps started to feel the purpose of a CRM was more about preserving their contacts for their replacement than it was about making their lives easier. After all, back then it wasn’t much easier than updating a rolodex!
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