Chapter $11$ Practice Your Skills: Case for Critical Analysis

Pulse Exercise Systems

What's wrong with the team? What's wrong with the team? Nichole Davidson's words repeated over and over in Henry Baker's head as he boarded the plane from Los Angeles to Chicago.

Baker was responsible for the technical implementation of the new customer relationship management $($CRM$)$ software being installed for the sales offices in both cities. The software was badly needed to improve follow$-$up sales for Baker's company, Pulse Exercise Systems. Pulse Exercise sells exercise equipment to high schools and colleges, as well as to small to midsized businesses for recreation centers, through a national force of $310$ salespeople. The company's low prices had won it a lot of sales. However, its follow$-$up service was uneven, and the new CRM system promised to resolve those problems, with historical data, inquiries, reminders, and updates going to sales reps daily. The CEO of Pulse Exercise had ordered the