What Not To Do: Random horror stories from the trenches.
My "CRM Metrics" post brought up the word "actionable". It means either something you can use to take positive action on, or something you can be sued for. Which brought to mind a tip for you...
A wise company will carefully NOT have a place in the application for call center reps to enter private comments about the callers; because no matter how private it is supposed to be, this information is “discoverable” in litigation. I know some horror stories in this area, but I shall demure listing their details; they are probably no worse than those your fevered imagination can come up with.
Suffice to say there are some words that just never belong anywhere in a CRM system’s data, including “snotty”, “stupid”, and “liar” (as well as most swear words).
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