CRM Project: A journey not a destination
Dominic Ventre, Strategic Change Programme Manager, The University of Liverpool
At the University of Liverpool, our Salesforce CRM implementation has been a journey of continuous learning, adaptation, and growth. Framed around the idea that CRM is a journey—not a destination—we’ll share the key challenges we faced, the successes we achieved, and the lessons learned along the way. From aligning processes to engaging stakeholders, we've discovered that the real value of CRM lies in how well it supports institutional goals and change. This session offers insights for others on a similar path.
Behind Every CRM: A Human Centered Story of Partnership, Lessons and Transformation
Jonathan Harrison, Head of Project Services, Edinburgh Napier University
Every successful implementation has one thing in common - people. In this fast paced and insightful presentation, we'll take you behind the scenes of our Microsoft Dynamics CRM journey, not just the tech, but the real story. You’ll hear what worked, what we'd rethink, and most importantly, how the relationships and human connections shaped every step of the way. Whether you’re about to start your CRM journey or deep in the trenches, this session will offer practical takeaways and a fresh perspective on the power of people in driving technology success.
