Step up your processes
Step up your tech
Optimise sales, marketing and service output
CRM | Marketing Automation | Field Service
Excellence in CRM Change
Bringing more than 17 years experience managing CRM, Marketing Automation and Field Service change programmes to deliver the improvements and growth you need.
From business process optimisation and system selection, through to implementation and user adoption, my experience managing many process and solution change programmes across different industries helps navigate challenges, overcome blockers and get a solid return for your investment.
Manage CRM Change
I take ownership for the end-to-end management of your CRM change programme, ensuring focus is maintained by all stakeholders and MSP partners to deliver the ideal outcome.
Process Improvement
Process improvement is key to CRM change success. I work with your teams to identify how processes need to improve and the value those improvements will bring to the business.
Technology Selection
Through a selection process that ranks and rates solutions against process optimisation outputs and requirements, you can be confident about your investment choice.
CRM Turnaround
If your CRM programme isn’t delivering value, I take ownership and work with stakeholders to identify and address points of failure through a structured programme.
Success Process
From the experience gained leading many CRM change projects, and the unique situations and challenges they’ve presented, I’ve developed a 4 phase delivery model, which is supported by strong stakeholder management, project management ownership and clear communication.
This model ensures my client’s needs are always the underlying driver for decisions, while benefits and costs are clearly articulated.
Ultimately my role is to own your project through the 4 phases.
Industry Experience
With a career including marketing, co-founder of an MSP focused on CRM, marketing automation and field service solutions, and now consultant, I’ve worked with corporate, midsized and SME clients across a range of industries in the UK, Europe and globally.
- Manufacturing and Logistics
- Financial services
- Medical devices and healthcare
- Waste and recycling
- Construction
- Technology and software
- Travel management
- Cosmetics retail
- Not-for-profit
Services
Each client situation is unique, so my approach is always to first build an understanding of the relevant business processes and goals, then through my 4 phase delivery model, structure and manage a process and technology optimisation programme that will best address the challenges and goals of the programme, and result in the highest value outcome.
Manage CRM Change
CRM, Marketing Automation and Field Service systems are a key element of your revenue generation and customer relationship processes, with successful implementations being a valuable contributor to your growth.
Through my 4 phase process I take responsibility for the delivery of your CRM change programme. I bring experience from 17+ years and many previous projects where I’ve needed to identify and overcome challenges posed by unique business situations that could derail or cause issues in the outcome of implementations.
Managing relationships and leading the project across business, technology, delivery partners and senior leadership teams, I ensure focus is maintained on optimising processes, prioritising delivery of system requirements through iterations and gaining high adoption, resulting in the highest value outcome for your organisation.
Process Improvement
Process improvement should form the basis of your technology change programmes.
Working with Subject Matter Experts (SMEs) from my client’s teams, I facilitate process mapping and improvement workshops to identify limitations in current process, ways to improve and development of an ideal set of processes to enhance BAU before investing in new technology.
A key part of this process is to identify potential value gains to be realised, which form the basis of investment justification and technology change success metrics.
Technology Selection
My approach to technology selection refines possible solutions and partners for RfI/RfP stage by using a ranking and rating exercise to assess against the outputs of requirements and process improvement workshops.
Managing the process through the RfI and RfP activities, incorporating people focused change management and people skills aspects are included, I bring my experience of using and implementing a wide range of vendor solutions, as well as having co-founded and ran programmes as an MSP, so knowing the key points of excellence to seek for my clients, ensuring your CRM investment delivers real value and business impact.
CRM Turnaround
In some situations a CRM, Marketing Automation or Field Service solution has been implemented, but isn’t delivering the value needed.
There are a number of reasons why this happens – lack of engagement with business users, process improvement not covered in early stages, limited senior leadership focus, poor delivery by an MSP, no mandate to use the solution.
Where these problems are being faced my role is to take ownership of the failed programme, undertake an audit to uncover the root cause of failure and work with all stakeholders to plan and undertake a project to deliver the value and benefits required.
Through my 4 phase delivery model I ensure focus is placed on prioritising aspects that will bring the project back on track and provide value quickly through agreed delivery iterations.
About Me
I’m a dad of two gorgeous teenagers, love being outdoors with my amazing wife, Helen, and enjoy the company of close friends on walks in the countryside.
In 2015 I relapsed with T-cell Acute Lymphoblastic Leukaemia and was told I only had a couple of months to live. That experience and the total dedication from my wife to get me well gave me a different view on life and brought into focus the importance of the people around you when facing challenges – something I put at the heart of every change programme I manage.
My career started at Intel, managing reseller programmes across EMEA and a short stint as a BA in the internal software dev team. I subsequently moved on to Vodafone, NETGEAR and then co-founded BPI OnDemand, a CRM solution MSP (Oracle, Salesforce and Microsoft). In 2015 I decided to step out on my own and founded Beyond-Consulting.
Implementation Partners
When it comes to the implementation of solutions, I have a trusted network of partners covering a wide range of CRM, Marketing Automation and Field Service systems. I’ve utilised the skills and expertise of these partners for many of my client projects, which has built up a good working practice for smooth delivery of projects.
In some situations I introduce individual architect and solution admin resources from my network of freelance consultants, which can bring flexibility and speed for specific aspects of delivery.
Testimonials
