Yes. You need to change behaviour, which in a business (depending on many things) often requires an edict from the top. Not always, I know. I have worked with

Yes. You need to change behaviour, which in a business (depending on many things) often requires an edict from the top. Not always, I know. I have worked with clients who grasped this need. One wrote their own call management system for sales staff that forced all calls to be logged and emails were templates (with appropriate substitutions) sent via the system. Thus sales' histories could be kept and anyone could pick up the thread. Email could only be sent by the sales' manager and his assistant. This provided huge amounts of marketing stats. None of this would have been available from email. It was worth a fortune on future product launches. It's really a business problem, not a technical problem. When you pitch this at board level, it always gets attention, ime.