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It's like running a Daycare.  Salespeople take the direction of least resistance.  Doing things the right way has to become the easy way. If a sales call isn't logged into the CRM, there is a 100% chance that you will hear from the Internet Director when he/she listens to the calls.  If a customer comes in and doesn't ask for you and you haven't followed up ...you're out.  What is in the CRM is the guide.  Nothing to discuss.