April 5, 2022

The Blueprint for Successful CRM Implementation with Greg Starr


CRM implementation is never a one-size-fits-all process. No two organizations are alike, which is why CRM implementation can be a unique process for each one. A CRM system that works well for one business might not work well for another. What are some of the factors that need to be considered when implementing CRM?

In today’s episode Ali and Sanjeev talk with Greg Starr, Senior Vice President of Salesforce Services at Skience, an industry-leading wealth management platform that streamlines and automates time-consuming, error-prone business processes.

As a management and technology consultant for most of his career, Greg has led change initiatives for dozens of organizations. As the head of Skience's Salesforce Services division, he leads a team of professionals with expertise in management and technology consulting, Salesforce implementation, and financial services.

Greg talks with Ali and Sanjeev about Skience's Blueprint and how it helps wealth management firms, how to overcome the challenges of digital transformation, and why user experience and user value are equally important in CRM implementation.


Key Takeaways

  • [01:40] - Greg’s rich background in wealth management.
  • [02:26] - Skience Blueprint: what it is and how it helps wealth management firms.
  • [05:28] - Why it’s important to “crawl, walk, run”.
  • [08:00] - The factors to consider when planning a CRM implementation.
  • [12:11] - How to overcome challenges associated with digital transformation.
  • [18:11] - How to take human factors into consideration during digital transformation.
  • [20:57] - Why user experience and user value are equally important in CRM implementation.
  • [23:35] - Greg's favorite things to do outside of work.


Quotes

[07:08] - "Perfect is the enemy of good. Sometimes a step back can be needed before you take two steps forward. A lot of projects fail because they go too long without showing value. So, the concept behind 'crawl, walk, run' is to get the value quickly and continue to show value quickly." - Greg Starr

[17:11] - "Thinking about the process from the perspective of the user or from the perspective of the advisor and being advisor-centric is how we go about implementation. Thinking about it from an advisor-centric point of view can result in a very different solution." - Greg Starr

[18:36] - "Starting with your CRM implementation or your digital transformation at the beginning and thinking about the human element is a critical piece that often gets overlooked. I think a lot of firms think of that just in terms of training after the fact, rather than thinking about using methodologies starting from day one, assessing the impact of the change." - Greg Starr


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