A New Beginning


The best place to start, I suppose, is to define the purpose of this blog. I want to inspire and bring people together to discuss and understand Customer Relationship Management systems. It is a place for sharing experiences and gaining knowledge. This blog is based on my personal experience and, therefore, entirely on my own opinion.

Let’s begin by defining “passion”. The root of this word is Latin, “pati”, which means “to suffer”.

Surprised? I was, when I learned this definition. The meaning of “passion” as we know it today is:

“An intense or extreme affection, enthusiasm, or interest for an object or concept.” (

When someone asks you “what are you passionate about?”, remember that it is that one thing that makes you suffer, and that you enjoy the suffering that it brings.

“Passion” explains my relationship with CRM. This subject has expanded over time and I aim to explore topics associated with it.


Today, many upstream and downstream systems work together to orchestrate an end to end business process to enable an enterprise to deliver a streamlined customer journey.  Microsoft CRM or D365, as a platform, provides that unique, holistic view of the customer -as required by specific user roles, across the enterprise and is centered around providing a “Single View of the Customer” to the end user.   CRM has therefore become the platform for knowing the customer and streamlining processes, based on the context and perspective required by each user’s role across the business. This coupled with a simple user journey that enables adoption and encourages a customer centric operational model increases customer retention by delivering a joined-up service.   I started working with CRM in 2005. My first role was with Siebel CRM as a support analyst.  I was surprised at the number of applications, that the company developed inhouse, catered for simple functions like bulk account reassignment.   Since then, my journey has been through several products and technology has moved from a CAPEX model to more of an OPEX structure. I combine lessons learned over the years be it from small or medium projects to large enterprise level digital transformation programs. My product portfolio have includes Siebel, Sage, Goldmine, Oracle and now predominantly focused on Microsoft CRM or Dynamics 365.  As I became familiar with CRM as a product, I also understood different project methodologies used to deliver a successfully solution, understood the importance of sound project governance, project methodology, a good communication structure and most important a good change management and enablement team. This knowledge, complemented by the functional and deep technical understanding of the product, has shaped my understanding of CRM today and my experience encourages the belief that CRM can add value to any business when implemented properly.

Categories: Introduction