As sales boomed at ExactTarget Inc., it became increasingly
difficult for the sales-support staff to handle all the queries from the software
provider's sales force. Sales representatives, needing client information or specific
details about the company's email creation and delivery product, barraged sales-support
staffers with questions by phone and email. Some questions required very technical
explanations that took several hours to answer. And some reps asked the same questions more
than once.
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