Posts by Lucy Tothill
AI in CRM and Why it Matters
Why is AI Important? Artificial intelligence has quickly moved from an emerging technology to a standard part of modern business systems. Whether organisations are ready for it or not, AI is already embedded in many of the tools they use every day. The conversation is no longer about whether businesses should adopt AI, but about…
Read MoreThe Five Principles of Effective Change Management
What is Change Management? Implementing a CRM solution or project means also implementing a business change, and implementing a business change requires management. Whenever the way people work is altered there will be resistance, because change disrupts routine, confidence and control. It is not as simple as implementing new technology and everyone happily using it…
Read MoreWhy Every SME’s CRM Needs Power BI
A Background to CRM Customer Relationship Management (CRM) systems were developed to provide organisations with a structured way to record, manage, and analyse their interactions with customers and prospects. At a fundamental level, a CRM system acts as a central repository for customer-related data, capturing information about individuals, organisations, sales activity, and commercial outcomes. With…
Read MoreCRM Integration: How Systems Really Talk To Each Other
Integration is one of those words that gets thrown around constantly in CRM projects. Everyone wants it, but few people fully understand it, and almost nobody appreciates how much work sits behind the scenes. At its simplest, integration just means connecting one system to another. But in practice, it is the difference between a CRM…
Read MoreCRM Best Practice: Why There Is No Single Right Way
When people talk about “best practice” in CRM, they usually expect a clear set of rules. They want to know what to do, what not to do, and how to avoid getting it wrong. CRM systems are complex, expensive, and highly visible when they fail. The uncomfortable truth is that CRM best practice isn’t a…
Read MoreWhy Training Determines Adoption
Most organisations don’t fail at CRM because of technology. They fail because people never fully understand why the system exists, how it fits into their world, and what it enables them to do differently. Training is the bridge between intention and impact. It is the moment where a CRM system stops being software and starts…
Read MoreOur Journey Towards B Corp Certification
For the past few months at Cloud9, we have been striving towards becoming B Corp certified. This journey has not been without its challenges, but it has been educational and invaluable. We have learnt a lot about how to align our operations with the highest standards of social and environmental performance. In many ways, going…
Read MoreWhat is The Cloud Anyway?
For many people, “the cloud” sounds abstract – something floating in the digital sky, intangible and mysterious. In reality, the cloud is both very real and very practical. It has transformed the way we live, work, and do business. So, What is it Exactly? The cloud has a real, physical form. The cloud is made…
Read MoreCreating a Pawsitive Workplace Culture
Imagine you arrive at work on a Monday morning, coffee in hand, and you’re greeted by a wagging tail and big, trusting eyes. Suddenly, the week just got even better… The Benefits of Dogs in the Workplace Natural mood boosters – Studies have shown that interacting with dogs reduces cortisol and boosts oxytocin. Just five…
Read MoreCase Study: Direct Commercial
About Direct Commercial Direct Commercial (DCL) is a UK-based insurance underwriter specialising in vehicle fleet management. They work with insurance brokers, who sell policies to businesses operating fleets of vehicles, and these brokers become DCL ‘Agencies’ that act as the face of the business to the end client. Broker relationship management was being handled entirely…
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