Managing Knowledge in Sales Forces

When the matter of knowledge management and systems is raised in conversation with many sales managers and directors, they immediately look to the financial reporting within the company. They can run a plethora of reports on customers by product, turnover and margin which can be extrapolated to regions and a myriad of other reports by design. Some companies extend the approach even further to systems that relate to quality assurance: the process to be used when entering orders to the financial or operational system, the process to be used for credit notes and other compliance obligations for the effective operation of the company. A CRM may also be in place but often the content within the software is sadly lacking any real information or value.