CRM, Done Right

In Episode 3 of CRM, Done Right, we explore how AI is changing the way businesses use Salesforce, from Agentforce and Claude to Slack AI and smarter automation. We discuss how these tools can help teams work more efficiently, reduce manual admin and get more value from their CRM without adding unnecessary complexity.
From AI agents acting as digital coworkers to real-world examples of automation saving hours of work, we unpack what's actually possible with AI in Salesforce. We also explore why businesses should start with a specific problem rather than a massive AI project, and how choosing the right tools and understanding your processes can make all the difference.

In Episode 2 of CRM, Done Right, Scott is joined by Andrew Wilcock to explore why a successful CRM starts with getting your sales process right first. They discuss why businesses can fall into the trap of letting platforms like Salesforce or HubSpot dictate how their teams sell, rather than building technology around the way their business and customers actually work.
From over-automation and inaccurate sales forecasting to customer buying journeys, personalised sales training and CRM design, they unpack what makes an effective sales process. The conversation also explores why technology should support your people, not get in their way, and how getting the foundations right can lead to better CRM adoption, better data and ultimately better sales performance.