# User Personas

## Persona 1: Sarah Chen — Sales Representative

**Role:** Sales Rep at a 15-person B2B SaaS company

**Age:** 28 | **Tech comfort:** High | **CRM experience:** Used HubSpot free tier previously

### Goals
- Track all prospect interactions in one place instead of scattered sticky notes and email threads
- Move opportunities through the pipeline without losing context between calls
- Know at a glance what follow-ups are due today

### Pain Points
- Currently juggles a spreadsheet, email folders, and a shared Google Doc to track leads
- Loses track of where opportunities stand when switching between tools
- Forgets follow-up tasks because they live in her personal to-do app, disconnected from the contact record
- Wastes 20 minutes each Monday recreating her pipeline status for the team standup

### How She Uses the CRM
- Starts each morning on the dashboard checking overdue tasks and upcoming follow-ups
- Creates contacts and companies after discovery calls, linking them to new opportunities
- Drags opportunities across the Kanban board as they progress
- Adds notes to contacts after every meeting or call
- Creates tasks with due dates for next steps on active opportunities

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## Persona 2: Marcus Johnson — Sales Manager

**Role:** Head of Sales at a 30-person professional services firm

**Age:** 42 | **Tech comfort:** Medium | **CRM experience:** Used Salesforce at a previous large company

### Goals
- See the full pipeline at a glance to forecast monthly revenue
- Know which reps are overloaded and which have capacity
- Identify stalled opportunities before they go cold
- Report pipeline status to the CEO without manual data gathering

### Pain Points
- Spends Friday afternoons asking each rep for opportunity updates via Slack, then compiling a spreadsheet
- Has no visibility into whether reps are following up on time
- Cannot quickly answer "how much pipeline do we have closing this month?"
- Previous Salesforce experience was powerful but too complex; his current team would not adopt it

### How He Uses the CRM
- Checks the dashboard daily for pipeline value by stage and win/loss counts
- Filters opportunities by owner to review each rep's workload during 1:1s
- Looks at overdue tasks to spot opportunities that need attention
- Filters opportunities by expected close date to build monthly forecasts
- Creates opportunities on behalf of the team when leads come in from the company website

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## Persona 3: Linda Okafor — Business Owner

**Role:** Founder and CEO of a 8-person marketing agency

**Age:** 51 | **Tech comfort:** Low-Medium | **CRM experience:** None (uses spreadsheets)

### Goals
- Stop losing potential clients because nobody followed up
- Have a single source of truth for all client and prospect information
- Understand business development health without asking staff for updates
- Keep things simple enough that the whole team will actually use it

### Pain Points
- Lost a significant deal last quarter because a follow-up email fell through the cracks
- Client contact info is spread across personal phone contacts, email, and a shared spreadsheet that is always out of date
- Has no idea how many active opportunities the team is pursuing at any given time
- Tried a CRM once before but the team abandoned it after two weeks because it was too complicated

### How She Uses the CRM
- Logs in weekly to check the dashboard for open opportunities and pipeline value
- Searches for contacts and companies when preparing for meetings
- Reviews notes on key accounts before client calls
- Manages pipeline stages (admin) to match her agency's sales process
- Occasionally creates tasks to delegate follow-ups to team members

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## Persona 4: David Park — Customer Success Coordinator

**Role:** Customer Success at a 22-person HR tech startup

**Age:** 34 | **Tech comfort:** High | **CRM experience:** Limited (used a ticketing system)

### Goals
- Maintain detailed records of client interactions to provide continuity when colleagues are unavailable
- Track follow-up tasks and deadlines for existing accounts
- Quickly pull up a client's history before check-in calls
- Ensure no account falls through the cracks during post-sale handoff

### Pain Points
- When a colleague is out sick, nobody knows the status of their accounts because notes live in personal docs
- Has missed follow-up conversations because due dates were tracked in a calendar only he could see
- Spends time re-asking clients questions that were answered in previous calls because there is no shared record
- Cannot easily see which clients have upcoming milestones or tasks

### How He Uses the CRM
- Adds detailed notes to contacts and companies after every client interaction
- Creates tasks with due dates for account check-ins and follow-up milestones
- Searches contacts by company to pull up full account history before calls
- Uses the dashboard to see upcoming tasks for the week
- Links opportunities to existing company records to maintain a complete account picture
