This is the most common pain point in traditional manufacturing: critical knowledge exists only in people's heads, and when they leave, the company has to start from scratch. The solution is to "structure" this knowledge into the system during day-to-day operations—for example, record each customer's preferred trading conditions, payment methods, and pricing logic in the customer master data or transaction notes rather than just in the salesperson's personal notebook. Quotation terms and price tiers can be configured for each customer and automatically populate when creating orders, eliminating the need for memory. The benefits are: new employees have context to reference when taking over, management can review whether overall strategy is consistent, and your customer assets truly belong to the company rather than individuals.