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I don't buy it. If a pre-sales technical enquiry comes into multiple addresses, including 'support@...', 'sales@...' etc. and the sales & support teams do not t
by linker3000 15y ago
I don't buy it. If a pre-sales technical enquiry comes into multiple addresses, including 'support@...', 'sales@...' etc. and the sales & support teams do not talk to each other or share business intelligence, then there has been a failure of internal process, or a lack of proper systems, rather than it being the case that the email address design and structure is broken.
It's not hard for a Sales team to circulate a regularly- updated list of current prospects and their pipeline stage, or to have this as an Intranet page etc.
- michael_dorfman 15y agoIt's also not hard to have a single public-facing email address. In fact, that sounds a lot easier for the Sales team than remembering to circulate and regularly update that list. I agree that the issue is one of internal process and lack of proper systems, and I don't see why you exclude email address design and structure from those categories.
- linker3000 15y agoWell, we have an Intranet page that's updated dynamically from our CRM system - no need for anyone to remember to update or circulate anything.
- brudgers 15y agoI agree that it is a breakdown of internal processes. However, I think a single email might tend to facilitate the development more robust internal processes by simplifying the input stream and unifying triage of communications. Of course one email could become a bottleneck if triage falls behind, but mapping information flow does become easier.