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Duarte Moita (DuarteM7)
Knowledge Expert

Knowledge Expert
DuarteM7 Member since 2015 24 posts
Knowledge Expert
Posted: July 15, 2018
Last activity: May 17, 2019

Difference between a Prospect and a Customer


I know that a Prospect is someone that we didn't make any business with him yet, but that potentially we will.

And I also know that a customer is someone to whom we already sold a product and a service.

What I don't know is what distinguishes one from the other technically. Are they in 2 different classes? If so, when we search by a customer that began by being a prospect but was afterwards promoted into a customer, are we going to retrieve 2 records - the customer and the prospect ones?

And speaking of which, how do we promote a prospect into a customer? Is there a case type for that or is it done by simply selling something to a prospect?

My main focus is CS for Comms but I'd like to know as well if the Prospect>Customer process is different when we speak about Sales Force Automation.

Thank you,


Pega Customer Service
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