The CRM Success Show
Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.
For the executive, admin, architect, and RevOp leader running Salesforce orgs at scale. Every other week, we interview the people who actually own the system, prior guests include leaders at Walmart, Rockwell, Gusto, credit unions, and nonprofits, and every industry in between. Talking about data migrations, development, change management, partner selection, AI rollouts, Agentforce, team building, and the decisions that went sideways.
Website: https://www.crmsuccess.show/
Your Hosts on LinkedIn (Reach Out!):
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/
Episodes
54 episodes
Disruptive Change Management - Richard Kadeg (#46)
Why is change management still treated as optional when poor adoption can derail even the best technology implementation? In this episode, we explore why transformation projects fail, how to measure change management separately from project del...
Building a Community of Practice - Paul Kobs, Graco (#45)
How can a Salesforce Community of Practice improve governance, collaboration, and operational efficiency across a large organization? In this episode, Paul Kobs shares insights on building and scaling enterprise Salesforce teams, creating effec...
Customer Loyalty in Restaurants - Jeff Wilshire, Mooyah Burgers (#44)
What does it take to build customer loyalty in the restaurant industry? In this episode, Jeff Wilshire shares insights on restaurant loyalty programs, customer experience, digital engagement, marketing technology, and using customer data to cre...
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Thriving in an M&A Environment - Emily Malanos (#43)
How do you keep technology, CRM, and Revenue Operations moving forward during a merger or acquisition? In this episode, Emily Malanos shares insights on thriving in an M&A environment, harmonizing complex CRM ecosystems, integrating applica...
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Building Products in the AI Era - Rich Walker, Quik! (#42)
What does it take to build successful products in the AI era? In this episode, Rich Walker explores how AI is changing product development, workflow automation, customer experience, and the way businesses operate. He shares lessons from buildin...
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The Power of Community - Tiffany Spencer, The Giving Kitchen (#41)
How can community and technology create meaningful change in the Salesforce ecosystem? In this episode, Tiffany Spencer explores the power of community, digital transformation, mentorship, and technology education. She shares insights on buildi...
The CRM Success Show - Season 5 Recap
In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 5, what they enjoyed and what is to follow for S...
Salesforce in Fortune 500 - Arman Piric, Rockwell Automation (#40)
What does it take to scale Salesforce across a Fortune 500 enterprise? In this episode, Arman Piric shares insights from managing a large-scale Salesforce ecosystem, balancing enterprise strategy with hands-on innovation, and driving AI adoptio...
Salesforce in Aviation - Hector Carballosa, inav (#39)
How can Salesforce and Revenue Operations help aviation companies improve efficiency and scale? In this episode, Hector Carballosa explores the role of Salesforce, enterprise technology, CRM, ERP, and RevOps in the aviation aftermarket. He shar...
The Power of Intentional Design - Peter Schweiss, Hope Ignites (#38)
What does intentional design look like when building technology solutions that people actually use? In this episode, Peter Schweiss explores how thoughtful technology design, process automation, and Salesforce can help organizations build more ...
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Building Engineering Teams in 2026 - Eric Nelson, Sunshine Behavioral Health (#37)
What does it take to build high-performing engineering teams in 2026? In this episode, Eric Nelson explores how technology leaders can build strong teams, align stakeholders, and create environments where top talent can thrive. He shares insigh...
Behind the Build, Salesforce in Banking - Pam Hannett, Liberty Bank (#36)
What goes on behind the build when a bank transforms its customer experience with Salesforce? In this episode, Pam Hannett explores the strategy and execution behind Salesforce in banking, including digital transformation, AI-driven insights, a...
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Data for Good a Non Profit's Journey - Suzie Campbell, Start Early (#35)
How can nonprofits build a strong data strategy while navigating complex Salesforce environments and limited resources? In this episode, Suzie Campbell explores the role of data architecture, governance, and migration in helping nonprofits use ...
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Salesforce & Agile in Wealth Management - Christy Grow, Beacon Pointe (#34)
How can wealth management organizations use Salesforce and Agile practices to build more efficient, scalable, and user-friendly systems? In this episode, Christy Grow shares insights on managing enterprise Salesforce environments, improving wor...
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The Human Touch and Agentforce - Brent Downey, Pushpay (#33)
Featured: Brent Downey, Sr. Director of Revenue Technology of PushpayBrent Downey a Salesforce MVP and the ...
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Bonus Episode #2: Interviewing your Host: Khero Witey
Khero Witey has spent over a decade supporting execs across North America & Europe execute on their hiring initiatives, placing over 1000+ resources at 200+ clients, ranging from Start-Ups to Fortune 500.He also holds 4x Salesforce C...
Bonus Episode #1: Interviewing your Host: Dave Masri ('Maz')
David "Maz" Masri is a veteran Data Architect and Project Manager with 20+ years of well-rounded IT experience working in various industries and IT verticals. Dave founded Gluon Digital in 2020 with the goal of promoting data migration and inte...
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The CRM Success Show - Season 4 Recap
In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 4, what they enjoyed and what is to follow for S...
Observability & AI - Ankur Gupta, Ciena (#32)
How can observability and AI help organizations build smarter, more reliable enterprise technology? In this episode, Ankur Gupta explores the role of observability in Salesforce and enterprise systems, and how AI can improve visibility, perform...
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Migrating to a New Salesforce Instance - Hyung Lee, FloQast (#31)
When should a company migrate to a new Salesforce instance—and when should it stay with the existing one? In this episode, Hyung Lee shares a real-world look at evaluating a Salesforce migration, including the pros and cons, ROI, technical debt...
Customer vs Partner vs Salesforce - Kevin Mossman, DUAL North America (#30)
What’s the difference between being a Salesforce customer, Salesforce partner, and working directly with Salesforce? In this episode, Kevin Mossman shares insights from all sides of the Salesforce ecosystem, exploring how each perspective appro...
Why The Public Sector Requires More Skin in the Game - Ian Hopper, Royal College of Pathologists (#29)
Why does the public sector need more ownership and involvement when it comes to digital transformation and technology? In this episode, Ian Hopper explores the challenges public sector organizations face when modernizing operating models, imple...
Planning Large-Scale Salesforce Implementations - Onttu Lindeman, Members 1st Federal Credit Union (#28)
What does it take to plan a large-scale Salesforce implementation without increasing costs or creating unnecessary complexity? In this episode, Onttu Lindeman shares practical insights on Salesforce strategy, licensing, governance, adoption, an...
AI & Service Cloud Voice - Rob Lajeunesse, Einstein - Angi (#27)
How is AI transforming customer service, and what happens when it’s combined with Salesforce Service Cloud Voice? In this episode, Rob Lajeunesse explores how AI, CRM, and customer service technology can improve agent productivity, customer exp...
How to Rebuild Team Morale After Burnout - Pranav Lal, Gusto (#26)
How do you rebuild team morale after burnout and create a high-performing team again? In this episode, Pranav Lal shares leadership insights on recovering from burnout, rebuilding trust and engagement, and creating a healthier, more effective t...
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