CRM

Challenge

Relationship state is hard to track and act on over time.

Problem Analysis

The old system treated contacts as static records. No state concept. No time dimension. Users had to manually remember 'what did I last talk about with this person.'

Approach

Modeled interaction states as first-class data. Introduced state transitions: cold → warm → hot → closed / silent → churned.

Result

• ·Relationship status visible at a glance
• ·Interaction history structured
• ·Follow-up reminders automated

Lesson