Personas

# Personas (SME Sales + Service CRM MVP)

## Persona 1 — Sales Rep (Individual Contributor)

- **Context:** owns a small pipeline; handles inbound leads and follow-ups.
- **Goals:** capture lead details quickly; never miss a follow-up; keep deals moving.
- **Behaviors:** works between calls; prefers minimal data entry; uses search constantly.
- **Pain points:** duplicate contacts; unclear next steps; losing notes in personal docs.

## Persona 2 — Sales/Service Manager (Team Lead)

- **Context:** needs a weekly view of tasks and pipeline health across a small team.
- **Goals:** understand what is blocked; standardize stage usage; coach reps on next actions.
- **Behaviors:** reviews pipeline and overdue tasks; expects simple rollups and counts.
- **Pain points:** inconsistent stage definitions; status updates without evidence; no shared visibility.

## Persona 3 — Service Coordinator (Operations / Customer Success)

- **Context:** manages follow-ups for service work and renewals; tracks context across customers.
- **Goals:** find customer context fast; log notes after conversations; create tasks for technicians or reps.
- **Behaviors:** navigates via company → contacts → notes/tasks; uses dashboard to triage.
- **Pain points:** scattered information; poor handoff between sales and service; unclear ownership.

## Persona fit check (explicit)

These personas intentionally match the target market: small-to-medium teams that need lightweight shared visibility and follow-up discipline without enterprise admin overhead.