# Personas

## P1: Sarah — Sales Rep

| Attribute | Detail |
|-----------|--------|
| Age | 28 |
| Role | Account Executive at a 15-person marketing agency |
| Experience | 3 years in sales, previously used HubSpot Free but team outgrew it |
| Tech comfort | Moderate. Comfortable with web apps, not with configuration or APIs. |

**Goals**
- Keep all prospect and deal info in one place instead of spreadsheets.
- Move deals through stages and know exactly what to follow up on each morning.
- Spend less than 5 minutes logging activity after a call.

**Frustrations**
- Lost a deal because a follow-up task fell through the cracks in her spreadsheet.
- Cannot see which contacts belong to which company without manual cross-referencing.
- Previous CRM was too complex; she only used 10% of features but paid for 100%.

**Key Workflows**
1. Start of day: check dashboard for overdue tasks and today's follow-ups.
2. After a call: open contact, add a note, update opportunity stage, create a task for next step.
3. Weekly: review pipeline to prioritize high-value deals nearing close date.

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## P2: Marcus — Sales Manager

| Attribute | Detail |
|-----------|--------|
| Age | 38 |
| Role | Sales Manager at a 25-person SaaS startup |
| Experience | 8 years in sales, 2 years managing a team of 6 reps. Used Salesforce briefly at a previous company. |
| Tech comfort | Moderate-high. Can configure tools and manage user accounts but relies on others for anything technical. |

**Goals**
- See pipeline health at a glance: total value per stage, deals at risk, team activity.
- Identify reps who are falling behind on follow-ups before deals go cold.
- Onboard new reps quickly without a week of CRM training.

**Frustrations**
- Tried Salesforce at a previous job; it was overkill and reps refused to use it.
- Currently asking reps to update a shared Google Sheet; data is always stale.
- No single view of team performance without manually aggregating spreadsheets.

**Key Workflows**
1. Morning: check dashboard for pipeline totals and overdue tasks across team.
2. Weekly 1:1s: filter opportunities by rep, review stage progression and stalled deals.
3. Monthly: review pipeline value to get a rough sense of upcoming revenue.

---

## P3: Diana — Service Agent

| Attribute | Detail |
|-----------|--------|
| Age | 24 |
| Role | Customer Service Rep at an e-commerce wholesaler, team of 8 |
| Experience | 1 year in customer service, first CRM exposure |
| Tech comfort | Low-moderate. Uses web apps daily but avoids anything that requires setup. |

**Goals**
- Pull up a customer record in under 10 seconds when they call.
- See previous interaction notes so she does not ask the customer to repeat themselves.
- Log call outcomes quickly so the next agent has context.

**Frustrations**
- Currently searches through email threads to find customer history.
- Customers get frustrated repeating their issue to different agents.
- No way to flag an account for a follow-up task and ensure someone does it.

**Key Workflows**
1. Incoming call: search by name or email, open contact record.
2. During call: read recent notes and linked opportunities for context.
3. After call: add note summarizing outcome, create task if follow-up is needed.

---

## P4: James — Admin

| Attribute | Detail |
|-----------|--------|
| Age | 34 |
| Role | Operations Manager doubling as part-time IT admin at a 30-person firm |
| Experience | Not a developer but comfortable managing SaaS settings and user accounts |
| Tech comfort | Moderate-high. Can manage users, configure settings, but not write code. |

**Goals**
- Get the team set up in under an hour: invite users, assign roles, configure pipeline.
- Ensure data stays within the organization and roles limit access appropriately.
- Minimize ongoing maintenance; the tool should mostly run itself.

**Frustrations**
- Previous tool required a consultant to configure basic pipeline stages.
- Spent hours troubleshooting permissions because the role system was opaque.
- No visibility into whether the team is actually using the tool.

**Key Workflows**
1. Initial setup: create org, configure pipeline stages, invite team, assign roles.
2. Ongoing: add/remove users as team changes, adjust pipeline stages when process evolves.
3. Occasional: check that roles and permissions are correct after org changes.
