[pnut]

I'm not a CRM end user, but I'd be very grateful for such a tool if I had to suddenly cover for a coworker, or inherit an existing business relationship. What is the alternative, each person individually cobbles together some godawful workflow management system? With no centralised repository of information?

Totally unsustainable, and not at all related to keeping your manager informed.

[flavaz]

I think there is a tendency to overcomplicate things, and human nature is such that most of the time colleagues don’t bother to update records properly. That’s the real-world experience CRM salespeople won’t tell you.

What also happens is that we have all these CRM tools in parallel with these “godawful workflow management” systems.

Theoretically there is a productivity gain, sure, but senior executives don’t make use of these tools, they hire a PA. The implementation of these CRM systems is usually done really really badly.

A good superset dashboard on the other hand- then we’re cooking with gas