A sales lead management system is judged by what happens when something goes wrong — a mis-assigned lead, a lost follow-up, a duplicate entry. How cleanly the system handles exceptions matters as much as the happy path.
Systems designed only for the happy path fall apart under real-world messiness (duplicates, reassignments, missed follow-ups).
Duplicate detection, ownership tracking, and overdue follow-up flags all exist to handle the exceptions cleanly, not just the ideal case.
Duplicate detection, reassignment tracking and overdue flags handle exceptions, not just ideal flows.
Duplicates, overdue follow-ups and reassignments are all surfaced, not hidden.
Where exceptions are a daily reality, not an edge case.
Duplicate detection flags it automatically for cleanup, rather than letting it sit unresolved.
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