I manage an inside sales team that occasionally helps the field team close sales, give customer support, etc. Recently, one of my reps heard from a current customer who hadn't heard from their field rep in quite some time, including not getting responses to e-mails from the customer. So, my question is how to handle this? I had my rep post the issue in our CRM under the customer's name and notified the field rep through the CRM. This has caused an uproar as apparently this should have been communicated directly with the field rep's manager first through e-mail/phone rater than posting it to the CRM.
Posted by: Anonymous
Posted: February 12th, 2014