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
58 episodes
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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Partner Selection & Lean Six Sigma - Jon Beller, First United Bank (#25)
How do you choose the right technology partner, and how can Lean Six Sigma principles improve enterprise transformation? In this episode, Jon Beller shares insights on partner selection, operational excellence, process improvement, and turning ...
The CRM Success Show - Season 3 Recap
In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 3, what they enjoyed and what is to follow for S...
Productizing Rev Ops - Ethan Lippman, Alkami Technology (#24)
What does it mean to “productize” Revenue Operations, and how can RevOps become a scalable business function? In this episode, Ethan Lippman explores how organizations can build repeatable RevOps processes, align sales, marketing, product, and ...
Rev Ops at Walmart - Maxwell Mozes, Walmart (#23)
What does it take to build and scale a high-performing Revenue Operations (RevOps) organization? In this episode, Maxwell Mozes shares insights on RevOps strategy, sales operations, GTM planning, customer success, sales performance, and busines...
Salesforce in B2B & B2C Environment - Jason Belote, Vari (#22)
What changes when Salesforce is used across B2B and B2C environments? In this episode, Jason Belote explores the different challenges, strategies, and opportunities involved in using Salesforce to support both business and consumer-focused orga...
Hiring and developing Talent in the Salesforce Ecosystem - Chris Pearson, Jostens (#21)
How do you hire, develop, and retain the right talent in the Salesforce ecosystem? In this episode, Chris Pearson shares insights on building high-performing Salesforce teams, developing technology talent, and preparing professionals for the ev...
Moving In house - First 90 days - Hans Tiefenthaler, Access TeleCare (#20)
What should Salesforce leaders focus on during their first 90 days when bringing technology and operations in-house? In this episode, Hans Tiefenthaler shares practical insights on taking ownership of a Salesforce environment, assessing priorit...
Implementing Salesforce on an Enterprise Level - Niraj Jain, Mercedes Benz (#19)
What does it take to implement Salesforce successfully at an enterprise level? In this episode, Niraj Jain shares insights on balancing Salesforce strategy with execution, leading large-scale global technology projects, and transforming busines...
Lending in Healthcare and decommissioning Business units from Salesforce - Chris Neudecker, BHG Financial (#18)
What happens when a business unit needs to be decommissioned from Salesforce? In this episode, Chris Neudecker shares insights into the challenges of Salesforce decommissioning, enterprise system management, architecture, and managing complex t...
Comparing SAP Projects to Salesforce Projects - Dave Swidan, Veracyte (#17)
How do SAP projects compare to Salesforce projects, and what can technology leaders learn from working across both platforms? In this episode, Dave Swidan compares the challenges and approaches involved in SAP and Salesforce projects, drawing o...
The CRM Success Show - Season 2 Recap
In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 1, what they enjoyed in Season2 and what is to f...
Service Cloud Voice\AWS Contact Center - Andy Wirtner, PlainsCapital Bank (#16)
How can banks use Salesforce Service Cloud Voice and AWS Contact Center to transform customer service? In this episode, Andy Wirtner shares how PlainsCapital Bank is using Salesforce as a key platform for digital transformation, connecting Sale...
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Implementing Salesforce Health Cloud: Ochsner Health - Melanie Dixon (#15)
How can healthcare organizations use Salesforce Health Cloud to improve technology, streamline operations, and support growth? In this episode, Melanie Dixon shares insights from implementing and scaling Salesforce in healthcare, including the ...
All in on Salesforce and Continuous Improvement - Phil Ryan, Flexo Concepts (#14)
What happens when a company goes all in on Salesforce and makes continuous improvement part of its technology strategy? In this episode, Phil Ryan shares how Salesforce apps, automation, and Salesforce Flow can transform business processes, imp...
Service Cloud and Case Management - Nilam Patel & Andy Vays, Rent.com (#13)
How can Salesforce Service Cloud and case management help organizations deliver better customer service and more efficient operations? In this episode, Nilam Patel and Andy Vays share insights on Salesforce, customer service, process automation...
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Getting the Requirements Right - Abi Claus, Camping World (#12)
Why is getting the requirements right one of the most important steps in a successful Salesforce implementation? In this episode, Abi Claus shares insights on translating complex business challenges into effective Salesforce solutions, gatherin...
Inheriting an inflight implementation - Chris Trivers, Valley Strong Credit Union (#11)
What should you do when you inherit a Salesforce implementation that is already in progress? In this episode, Chris Trivers shares practical insights on taking ownership of an existing Salesforce implementation, identifying priorities, managing...
RevOps 101 Do's and Don'ts of RevOps - Imani Chopin, Brinks Home (#10)
What are the biggest mistakes companies make when building a Revenue Operations (RevOps) strategy? In this episode, Imani Chopin breaks down the essential do’s and don’ts of RevOps, sharing insights on revenue operations, pipeline analytics, sa...
Salesforce in Startups, Mid-Size and Enterprise environments - Nadina Lisbon, NetApp (#9)
What changes when you scale Salesforce from a startup or mid-size business into a complex enterprise environment? In this episode, Nadina Lisbon explores the challenges of designing and scaling Salesforce solutions across different business env...
The CRM Success Show - Season 1 Recap
In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 1, what they enjoyed and what is to follow for S...
Modernizing a Salesforce Org - Christen Sisler, Sequoia (#8)
Is your Salesforce org struggling to keep up with business growth? In this episode, Christen Sisler shares insights on modernizing a Salesforce org, building scalable platforms, improving architecture, and delivering technology solutions that c...
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