S01 - Episode 11. Greg Hancock - CRM Implementation

Описание: Welcome to “the show” – this week we are chatting to Greg Hancock, CRM expert with an impressive background in CRM implementation. Ex- IBM, Ex-Microsoft, and now MD at RoundedEdge, we discuss the challenges and benefits of CRM implementation.



Greg explains why up to 70% of CRM implementations don't fully meet business needs. He emphasizes the importance of identifying and releasing business value, noting that user happiness and business value are two separate considerations.


Regarding change management, Greg shares his experience of successfully rolling out CRM to 17 countries in three months through comprehensive change programs including communication plans, training videos, and early stakeholder engagement. He stresses the importance of getting key stakeholders involved early in the implementation process.


On the topic of AI in CRM, Greg discusses Microsoft's significant investment in AI, particularly the Co-pilot suite. He explains how AI enhances user experience by simplifying tasks, providing account summaries, and automating customer service processes. He emphasizes that while AI offers powerful capabilities, organizations still need to get the fundamentals right with data quality and implementation.


Greg also shares insights about working in large organizations like IBM and Microsoft, comparing it to his current independent consulting role. He notes that large organizations offer more growth opportunities and resources, but he now prefers the independence and excitement of running his own business.



Link to the Pokémon Go article Neale was going on about - https://nianticlabs.com/news/largegeo...



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