Trek Bicycle relies on its outside sales reps to build and maintain relationships with the vast network of independent bike shops that carry its products. As a relatively small company, Trek's salespeople work independently in the field and relied on their own information storage systems to keep track of important retailer data prior to the CRM deployment.
Traditionally, Trek salespeople used spreadsheets, notebooks and their own memories to keep track of retailer preferences and to maintain the personal relationships they fostered with their clients. The system served the bicycle manufacturer well as it grew from a startup in the mid-70's to one of the most recognized names in bicycles today.
However, under the traditional system, all the valuable data gathered often walked away with the rep when one left the organization. The new salesperson had to start from scratch to rebuild the relationship.
Here is how David Peterson, Trek's enterprise collaboration manager, says the company centralized and preserved customer information, and put a mobile solution in the hands of their sales reps…