CRM User Story 2 - Knowledge Worker Sense of Vulnerability to the Customer

1. 3 Output

1.1. 3.1 The knowledge worker does not feel vulnerable to the customer, in a way that may be characterized by not having access to knowledge required by the customer.

1.2. 3.2 The knowledge worker, presumably being a person disposed to gracious service, is pleased to quickly access and deliver knowledge that the customer requires.

1.3. 3.3 The knowledge worker's experience is not negatively impacted by limitations in his or her ability to access and deliver the knowledge required by the customer.

1.4. 3.4 The customer's experience is not negatively impacted by a knowledge worker's feelings of vulnerability; and the defensive attitude that can (and does) result from feelings of vulnerability.

2. 1 Functionality

2.1. 1.1 The knowledge worker as quickly as possible accesses solutions to the most time-consuming problems presented to him or her by the customer

3. 2 Features

3.1. 2.1 The CRM features the ability to present relevant solutions...immediately.

3.2. 2.2 The CRM features a knowledge repository that is object-oriented, such that knowledge is reposed by real-world "device", like "Cisco 303"; rather than an "abstract idea", like "choppy audio".