In many established manufacturing companies, some of the organization’s most valuable business knowledge does not reside in a database, operating procedure, CRM, or strategic plan. It resides in the experience of individual employees.
A veteran salesperson may know which customers are highly price-sensitive, which relationships require executive attention, and which accounts are becoming vulnerable to a competitor.
A customer service leader may understand the history behind a complicated account, while an owner or senior executive may carry decades of knowledge about customer relationships, pricing decisions, market changes, and strategic exceptions.
