CRM

Salesforce, FSC, implementation, review, support, automation, workflows

Articles

• 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 Degradation.
  CRM automation stacks do not collapse, they calcify. Workflows accumulate the way meeting invites do, each one added for a reason, none of them ever 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

• January reveals what the calendar hides.
  Most CRM problems are not seasonal. The ability to find them is. January is the only month quiet enough to hear what the data has been saying all year.
  December 2024