CRM
CRM
Thinking on Salesforce implementation, CRM adoption, automation, and workflow design for fund managers and wealth firms.
Headless Salesforce and existing applications can coexist.
Headless Salesforce does not replace existing Lightning applications, reports, or automations. The more consequential questions are about licences and what happens to audit trails when the standard user model is bypassed.
June 2026
Salesforce Headless 360 is infrastructure, not a feature.
Salesforce Headless 360 was announced to developers and mostly confused everyone else. For fund managers and distribution teams who invested in Salesforce, it is actually the most reassuring thing the company has said in years.
May 2026
The SaaS Model Has a Problem.
Salesforce's technical infrastructure is genuinely excellent. The object model, the automation engine, the formula layer, the integration architecture, these are serious tools built over twenty years.
January 2026
Automation Does Not Age Well.
Every automation is a snapshot. It captures the org chart, the coverage model, the product names, and the team structure as they existed on the day someone built it.
November 2025
Automation workflows outlive their purpose long before anyone notices.
CRM automation stacks calcify through accumulation. Workflows arrive the way meeting invites do, each one added for a reason, and none of them ever get removed.
November 2025
CRM Fields Are Not the Problem.
The instinct to minimise CRM fields mistakes tidiness for health. Fields are not clutter.
September 2025
CRM Field Governance.
Field count is the wrong metric. A CRM with fifty well-governed fields is less reliable than one with three hundred fields that each have a clear purpose, a named owner, and defined update logic.
August 2025
Automation Is Not Free.
Automation is the default setting in most CRM and marketing operations environments. If something can be automated, it is.
July 2025
CRM Adoption Is a Habit Problem.
A CRM that nobody uses properly is not a technology problem. It is a habit problem, and habit problems do not respond to process rewrites or training sessions.
June 2025
What Makes Business Data Worth Trusting?
A CRM is only as useful as the people using it, and people stop using it the moment they stop trusting it. It usually starts with the small indignities.
April 2025
CRM capability and fit are different problems.
A CRM can be enormously capable and still not fit. The gap between what a platform offers and what a team actually uses is not an adoption failure. It is a design problem.
December 2024
How to use the December to February period to reset sales and marketing technology.
The six weeks from December to February are the most productive period of the year for CRM and marketing technology work. Lower activity, fewer competing priorities, and a clean run before the roadshow season resumes.
December 2024