Personas

# Personas (Target: small-to-medium sales and service teams)

Personas are constrained to the bounded CRM MVP scope. They are used to validate priorities and acceptance criteria, not to expand scope.

## Persona 1: Sales Rep / Account Executive (IC)
**Context:** Manages a set of prospects/customers, runs calls, and needs a simple pipeline view.
**Goals:**
- Capture customer context quickly.
- Know the next follow-up and not miss it.
- Update stage in seconds after a call.
**Pain points:**
- Notes and next steps live in inbox/brain.
- Pipeline updates feel like admin work.

## Persona 2: Service Coordinator / Operations Admin
**Context:** Coordinates jobs and follow-ups for service delivery; cares about status visibility.
**Goals:**
- Track each job/work item status clearly.
- Record what happened and what’s next.
- Ensure tasks are assigned and completed on time.
**Pain points:**
- Work is tracked in spreadsheets; updates are inconsistent.
- Hard to see overdue follow-ups across the team.

## Persona 3: Sales/Service Manager
**Context:** Oversees a small team; needs a reliable overview without micromanaging.
**Goals:**
- See pipeline/work items by stage.
- Spot stalled work and overdue follow-ups.
- Coach the team using real activity history (notes) and task completion.
**Pain points:**
- Dashboard data can’t be trusted if updates are hard.
- Too many tools; too little consistency.

## Persona 4: Owner-Operator
**Context:** Runs the business; may also sell/deliver service; wants clarity and control.
**Goals:**
- Simple system that “just works”.
- Confidence that follow-ups are happening.
- Quick view of what’s in flight and what’s at risk.
**Pain points:**
- Tooling overhead competes with running the business.