Most CRM Investments Don’t Fail because of the Technology
They fail because of the decisions made around it
Conference presentations and executive workshops for organisations navigating CRM—before go-live or when results aren’t delivering.
Practical, high-engagement sessions grounded in real-world experience—so leaders leave seeing what’s really holding results back, and what to change.
- 20+ years helping organisations get CRM to deliver real business results
- Trusted advisor to executives navigating complex transformation decisions
- Microsoft Certified Trainer | Former MVP
- Practical insights leaders can act on immediately—not theory
Watch Gill in Action
90 seconds that shows how Gill engages a room - and makes complex ideas simple.
Her sessions tackle a familiar challenge:
CRM investments that need to deliver—
whether you’re about to go live… or already questioning the results.
“The system isn’t the problem—the decisions are.”
Why many CRM Initiatives don’t Deliver—even when the Technology Works
- Organisations invest heavily in CRM and digital transformation—
- but many don’t see the value they expected
- The system is rarely the problem
- It’s how decisions are made around it
What Audiences Walk Away With
What Audiences Take Away
- Clear understanding of why CRM initiatives don’t deliver expected results
- Practical ways to improve CRM outcomes immediately—without new systems
- Clear alignment between business priorities and CRM decisions
- Confidence to lead change, not react to it
Why Event Organisers Book Gill
Designed for executive audiences navigating CRM transformation—where people in the same room are often at very different stages, with very different expectations.
Some are about to implement.
Others are dealing with systems that aren’t delivering.
Many are somewhere in between.
Most speakers struggle to make that work.
Gill doesn’t.
- Speaks to mixed audiences—so everyone sees themselves in the message
- Cuts through complexity without dumbing it down
- Connects CRM decisions to real commercial outcomes
- Brings practical insight leaders can act on immediately
- Delivers sessions that resonate across the room—not just with part of it.
Event organisers book Gill because her sessions don’t just inform—they land with the people who need it most.
Designed for executive audiences where clarity, engagement, and commercial relevance matter.
- Brings clarity to complex topics that typically confuse audiences
- Connects technology decisions to real commercial outcomes
- Engages executive audiences with practical, real-world insight
- Delivers sessions that audiences remember and act on
What Clients Say
Trusted by organisations and industry bodies
A Simple Reality about CRM
Organisations invest heavily in CRM and digital transformation, expecting better insight, stronger customer relationships, and improved performance.
But too often, the results fall short—and no one is quite sure why.
The technology rarely fails.
The leadership decisions surrounding it do.
Gill’s sessions cut through this—revealing the hidden factors that determine whether transformation initiatives create measurable value or quietly become expensive systems no one fully uses.
Her sessions combine practical experience, clear frameworks, and real-world stories—so leaders can see what needs to change.
Why CRM Initiatives Fails—And What Leaders Can Do Differently
Many CRM initiatives promise better visibility, stronger customer relationships and improved performance. Yet too often they become systems that are underused, misunderstood or quietly bypassed. In this session, Gill Walker reveals the leadership and governance decisions that determine whether CRM initiatives deliver real business value. Drawing on real-world CRM experience, she shows how executives can ensure their CRM supports strategy—rather than adding complexity.
Audience outcomes:
- recognise early warning signs of failing transformation
- understand the leadership role in CRM success
- gain practical principles to guide future initiatives
- recognise early warning signs of failing transformation
- understand the leadership role in CRM success
- gain practical principles to guide future initiatives
Turning CRM Into a Profit Engine
Many organisations implement CRM systems to improve sales and customer engagement, yet few use them to drive measurable profit.
In this presentation, Gill Walker outlines five practical ways organisations can use CRM platforms to increase revenue visibility, improve customer retention, and strengthen decision-making across sales and operations.
The session focuses on practical leadership decisions that turn CRM from an administrative system into a strategic profit engine.
Seven Leadership Mistakes That Derail CRM Initiatives
Many CRM initiatives fail not because of the technology, but because of leadership decisions made long before the system goes live.
Drawing on real-world examples from CRM implementations, Gill Walker highlights the most common mistakes that derail transformation initiatives and explains how executives can recognise and prevent them.
This presentation gives leaders a clearer understanding of the governance and strategic thinking required for CRM success.
From CRM Chaos to Customer Clarity
Seven Leadership Mistakes That Derail CRM Initiatives
Many organisations struggle with fragmented customer data, inconsistent processes and limited visibility into performance.
This session explores how organisations move from scattered systems and spreadsheets to a clear and trusted view of their customers.
Gill Walker shares practical insights on aligning people, processes and platform so that CRM becomes reliable sources of decision-making rather than administrative overhead.
Speaking Formats
Gill speaks in a variety of settings including:
About Gill Walker
Gill Walker is the founder of Opsis and a recognised expert in CRM strategy and transformation.
Over more than two decades she has worked with organisations across government, not-for-profit and commercial sectors to help them align technology, processes and leadership to deliver real business outcomes.
She was awarded Microsoft MVP for Business Applications in 2023 and regularly advises executives on how to ensure digital initiatives create measurable value.
Planning an event?
Gill Walker is the founder of Opsis and a recognised expert in CRM strategy and transformation.
Over more than two decades she has worked with organisations across government, not-for-profit and commercial sectors to help them align technology, processes and leadership to deliver real business outcomes.
She was awarded Microsoft MVP for Business Applications in 2023 and regularly advises executives on how to ensure digital initiatives create measurable value.
Planning an event?
Invite Gill to Speak
If you are planning an event or leadership session and would like to explore whether Gill’s insights would benefit your audience, we would be delighted to discuss your plans.
