There are two primary arguments around Customer Relationship Management systems: do they work for all parties, i.e the sales people who actually use them and the employers who own the data?
For the most part, the people tasked with using CRM systems hate them with a passion. They require a major investment in terms of the required to update and maintain them (arguably more time than the customer interaction that is being reported upon) and they feel that they get nothing back from them, no help, no advice, nothing. In fact because management use CRM systems as a tool with which to beat them up, they see CRM as a complete negative.
As far as management is concerned, the existence of CRM would seem to me to preclude the need for sales management. As a sales manager for many years, I would regularly and commonly hold the details of around one hundred accounts in my head with another hundred or so in summary. Of the hundred that I held in detail I would have visited them all within the last three months or so and kept myself up to date with regular meetings with the relevant sales people. I wasn't in the office a great deal.
The data that is held, either in CRM or in the heads of the sales people and the sales manager clearly belongs to the company and needs to be available for retrieval as required, for example when the sales person leaves the company and that is the sales manager's job to ensure that all data is available.
The Sales Controversy
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