# Personas

## P1: Sarah -- Sales Representative

**Role:** Sales Rep at a 20-person B2B professional services firm
**Demographics:** 28 years old, 3 years in sales, comfortable with technology but not technical.

**Goals:**
- Keep track of all prospects and where each deal stands.
- Spend less time on data entry and more time selling.
- Never miss a follow-up or let a deal go cold.
- Hit her monthly quota consistently.

**Frustrations:**
- Currently tracks prospects in a shared spreadsheet that is always out of date.
- Loses context when switching between email, notes apps, and the spreadsheet.
- Forgets follow-up tasks because they live in her head or scattered sticky notes.
- Cannot quickly see which deals need attention this week.

**Daily Workflow:**
1. Morning: Check what tasks are due today and which deals are closest to closing.
2. Mid-day: Log notes after calls, update opportunity stages, create follow-up tasks.
3. End of day: Review pipeline to plan tomorrow's priorities.

**What She Needs from the CRM:**
- Fast contact and opportunity lookup.
- One-click stage changes (drag-and-drop pipeline).
- Easy note-taking on contacts and opportunities.
- A personal task list filtered to her assignments.

---

## P2: Marcus -- Sales Manager

**Role:** Sales Manager leading a team of 8 reps at a mid-market services firm
**Demographics:** 35 years old, 7 years in sales leadership, data-driven decision maker.

**Goals:**
- Understand the team's pipeline health at a glance.
- Identify stalled deals and coach reps on next steps.
- Forecast monthly revenue with reasonable accuracy.
- Ensure consistent data quality across the team.

**Frustrations:**
- Spends hours each week compiling pipeline reports from individual spreadsheets.
- Has no visibility into rep activity -- who is following up, who is not.
- Cannot quickly answer "how many deals are in negotiation and what is their total value?"
- Reps enter data inconsistently or not at all.

**Daily Workflow:**
1. Morning: Check dashboard for pipeline summary and win/loss trends.
2. Mid-day: Review specific opportunities with reps during 1:1s, add notes.
3. Weekly: Analyze pipeline by stage to identify bottlenecks.

**What He Needs from the CRM:**
- Dashboard with pipeline value by stage and win/loss counts.
- Ability to see any rep's opportunities and tasks.
- Recent activity feed to monitor team engagement.
- Simple enough that reps will actually use it.

---

## P3: Priya -- Service Agent

**Role:** Customer service and account management at a 15-person agency
**Demographics:** 26 years old, 2 years in customer-facing roles, detail-oriented.

**Goals:**
- Keep a complete record of every client interaction.
- Track open service tasks and ensure nothing falls through the cracks.
- Quickly find a client's history before a call.
- Hand off context to colleagues when covering for each other.

**Frustrations:**
- Client history is scattered across email threads that are hard to search.
- No shared system for tracking who promised what to which client.
- When a colleague is out, she has no way to see their open tasks or recent notes.
- Duplicate contacts across team members cause confusion.

**Daily Workflow:**
1. Morning: Review open tasks assigned to her, check for overdue items.
2. Throughout day: Log notes after every client interaction, create follow-up tasks.
3. Before calls: Pull up contact and company details for context.

**What She Needs from the CRM:**
- Searchable contact and company records with full note history.
- Task management with due dates and assignees.
- Company detail pages showing all linked contacts and recent activity.
- Fast search to find records before a call.

---

## P4: David -- Admin / Team Lead

**Role:** Operations lead who also administers the team's tools
**Demographics:** 32 years old, wears multiple hats including IT and process management.

**Goals:**
- Set up and maintain the CRM with minimal ongoing effort.
- Control who has access and what roles they hold.
- Configure pipeline stages to match the team's actual sales process.
- Ensure the system stays clean and usable as the team grows.

**Frustrations:**
- Previous tools required expensive consultants to configure.
- User management in spreadsheets means manually tracking who has access.
- Cannot customize stage names without editing code or formulas.
- No way to remove test data or deactivated users cleanly.

**Daily Workflow:**
1. Occasional: Add new team members, assign roles.
2. Occasional: Rename pipeline stages when the sales process changes.
3. Rare: Clean up duplicate or test records.

**What He Needs from the CRM:**
- User registration and role management (admin vs. member).
- Ability to rename pipeline stages without developer help.
- Soft-delete so records can be recovered if removed by mistake.
- Straightforward setup with sensible defaults (seeded stages, etc.).
