Invisible CRM

In this episode of the Exchanges podcast, hosts Adam Piercy and Jonathan Yundt discuss the concept of Invisible CRM and how it can revolutionize the way businesses approach customer relationship management. They dive into the methodology behind Invisible CRM, focusing on understanding people, processes, and data before diving into technology.

Adam and Jonathan discuss the importance of defining personas, uncovering hidden processes, and ensuring quality data to drive successful CRM implementations – emphasizing the need for meeting users where they work and delivering information in the most effective way.

Key takeaways from this episode include:

1. Adopt a mindset of understanding people, processes, and data before implementing technology.
2. Meet users where they work by surfacing information when, where, and how they need it.
3. Focus on extensibility rather than customization to leverage the full potential of CRM platforms.