Use Case Corner
Consider the following true story from a large provider of employment services, before they achieved integrated customer service systems:
Mac, from sales, has finally gotten his client Bill Smith to agree to a face-to-face meeting, to discuss follow-up business. He's excited because Bill's company is a big client and a lot is riding on this sale, so he's not leaving anything to chance this morning. He's wearing a $500 suit, he's got all the collateral sales materials the client could possibly want to see, he's even got his laptop with a fancy new calculator program that allows him to generate a price quote on the spot.
But as soon as he sits down across the desk from Bill, he suspects something is wrong. Bill's not smiling as ...
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