The chapter’s formula sets the website, the agent, the CRM, the memory of the client and the sales desk equal to one another. The same three events pass through a company built two ways.
Everything is computed in your browser; nothing is sent anywhere.
From the book
Nobody Writes Code Anymore · Chapter 22
CRM Is No Longer CRM
Next to this experiment in the chapter
Building a unified customer memory, as it turned out, is easier than keeping it from being spread out again across separate programs, because every department out of habit wants its own system with its own truth. The not-invented-here syndrome works within a single company too: the sales department needs its own CRM, marketing its own mailings, support its own ticket database, and every department sincerely believes the customer belongs to it.
If agents write code on your team and every fix breaks something next to it, we can go through it on a call. The first consultation is free and takes thirty minutes.