The essence of this issue is "transferring capability from individuals to the organization." To achieve this, you must work simultaneously on two levels. First, data retention: customer contact information, historical orders, negotiation records, and special terms (such as specific packaging or payment conditions required by certain customers) must be stored in company-accessible systems rather than only in employee mailboxes or messaging apps. Second, process standardization: convert the business practices that sales staff perform "based on experience"—such as how to follow up on inquiries, when to send samples, and how to handle customer-specific requirements—into SOPs or documentation that provide guidance to successors. Centralizing communication, order modification records, and internal notes in a system is the most direct way to embed business knowledge in the organization rather than individuals. When staff turnover occurs, new employees can quickly understand customer backgrounds from this historical context rather than needing to rebuild relationships from scratch.