found an account last week that had basically been sitting there for over a week.

last note was ""follow up after security review.""

cool. follow up who? whn? was security done? no idea lol.

I asked the AE and he thought CS had picked it up. CS thought the AE was still waiting on something from the customer. meanwhile the account was just sitting there doing absolutely nothing.

this happens more than I'd like to admit.

I've used a few different CRMs and I used to blame the software for messy pipelines, but honestly a lot of it is just us writing terrible notes and assuming future-us will understand them.

we've been messing around with Expertise AI lately to pull the recent account history together before someone picks a deal back up. sometimes it helps. sometimes it basically comes back with a nicer version of ""yeah, your notes suck"" because there's nothing useful in there to begin with.

we still don't let it change owners or important fields on its own. learned that lesson pretty fast.

but it's made me notice how many CRM notes are just ""circle back,"" ""waiting on legal,"" or my personal favorite, ""follow up soon.""

soon when, past me??

where does this usually fall apart for you guys? handoffs between sales and CS are probably our worst one.

Disclosure: I work with Expertise AI.