Posts by Lucy Tothill

AI is rapidly becoming part of everyday business tools, and Microsoft Copilot is one of the clearest examples of this shift. Rather than being a standalone AI application, Copilot is designed to sit alongside the tools people already use, helping them write, analyse data, find information, and automate tasks. For many organisations, Copilot represents the…

Unsure on ideas for summer plans? At Cloud9 we are lucky enough to be only a ten-minute walk away from the seafront. When the summer sun hits the Sussex coast, there is nowhere quite like the Brighton and Hove seafront. The historic promenade comes alive with an infectious, buzzing energy, transforming the beach into the…

For many roles, work happens on the move or on-site with customers, and in those moments going back to a laptop to check or update your CRM simply isn’t practical. That’s where mobile CRM comes in. Modern CRM systems are designed to travel with you. Whether through a dedicated app or a mobile-friendly experience, they…

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…

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…

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…

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…

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…

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…