STIHL not only had information disappearing but a host of other isues with their system. For instance, many territory managers, having dropped use of the content management software, relied on spreadsheets or other tools to record sales and customer information. There was no way to devise a consistent process for sharing these records with managers and other STIHL teams. Similar to the territory managers, sales executives and company leadership only had partial insight into the needs and trends affecting their dealers day-to-day and were limited by the system in effectively managing the sales force’s activities. In their business planning, they often also relied on spreadsheets or anecdotal information. STIHL decided to look for a customer relationship management (CRM) solution to replace the contact management software.