(1) The document discusses a B-school client that was facing problems with their traditional Excel-based system for tracking student data and leads. (2) An IT company helped develop a new CRM system for the client that allowed for better management of resources, associates, callers, courses, emails, interviews, and student status. (3) The client benefited from the new system through decreased costs, more accurate data tracking, better data security, relationship building, performance tracking, and transparency for administrators.