Practical thinking on CRM, done right.
Strategy, platform selection, implementation, AI and data - clear, jargon-free guidance for SME leaders making CRM decisions.
Featured · AI
AI vs Human Touch in Your CRM
The firms that win with AI use it to spend more time with customers, not less. The smart move isn't automating every interaction; it's automating the admin so your people can build relationships.
Adoption
The First 90 Days of a CRM Rollout
The habits that decide whether a CRM sticks are set in the first three months, not the first year.
5 min read · 24 Aug 2026, 10:32
Adoption
Why Multi-Site CRM Rollouts Quietly Fail
Getting one team to adopt a CRM is hard. Getting five sites to adopt it the same way is a different sport altogether.
5 min read · 24 Aug 2026, 09:42
Strategy
The 2026 CRM Market: What It Means for Scaling Firms
The CRM landscape has changed more in the past two years than in the previous ten, and the goalposts for buyers have moved with it.
5 min read · 24 Aug 2026, 09:14
Strategy
CRM as a Growth Engine, Not a Contacts Database
Most firms buy a CRM to store contacts (a tidier address book) and then quietly wonder why it never paid for itself. The disappointment is real, but the diagnosis is wrong. The problem isn't the CRM; it's the job it was given.
5 min read · 21 Aug 2026, 16:19
AI
AI vs Human Touch in Your CRM
The firms that win with AI use it to spend more time with customers, not less. The smart move isn't automating every interaction; it's automating the admin so your people can build relationships.
4 min read · 21 Aug 2026, 15:01
AI
AI Hype vs. AI Value in Your CRM: How to Tell the Difference
Every CRM vendor now sells AI. Some of it is genuinely useful, real AI value. Some is there to win the demo. Telling them apart is the difference between money well spent and a premium paid for capability your team will never switch on.
5 min read · 21 Aug 2026, 14:32
AI
Is Your Customer Data AI-Ready? A Quick Readiness Check
Point AI at messy data and it doesn't fix the mess; it scales it. Duplicates, gaps and outdated records your team quietly works around become raw material for confident, automated mistakes. The real question: is your data AI-ready?
5 min read · 21 Aug 2026, 13:41
Selection
CRM Demo Checklist: Spot the Red Flags Before You Sign
A polished demo is designed to show you what works, not what won't. It's a rehearsed performance run on clean sample data, along a happy path the vendor has walked a thousand times, and it's very good at hiding the gaps that will actually affect you.
4 min read · 21 Aug 2026, 13:20CRM insight, straight to your inbox.
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