A typical initial situation
You have very little documented information about your customer relationship. The customer master data provides the necessary basic information for a business relationship, but that’s about it. Customer knowledge and the history of the business relationship, if any, are anchored in the minds of the sales representatives. You want to change that now by implementing a state-of-the-art CRM-system, and in doing so you are confronted with 3 key fears from the sales staff – the fear of loss of status, the fear of transparency and control, and the fear of additional workload.
You will ask critical questions