A conversation about CRM Leadership with Pushpa Vaghela of Leadership Mastery TV and Leadership By Design

I spoke with Pushpa Vaghela of Leadership Mastery TV and Leadership By Design about some of the challenges of leading a successful CRM project.

In this broad-ranging conversation about CRM project leadership, Gill Walker spoke about CRM technology vs CRM philosophy, the roles of education and training in a successful CRM project, and some of the challenges for the CRM leadership team posed by an "agile" project.

You can listen to the recording of Gill's conversation with Pushpa above.

CRM Project Leadership is particularly challenging, because of where CRM sits - on the knife edge between the business and technology.  Knowledge and understanding of both of these areas make success far easier.  However, it is rare for any leader to possess both of these areas of understanding - which itself can lead to loss of key details.  I refer to this is "The Chinese Whispers Effect".  Agile becomes fragile when agile is taken as a way of working around this missing understanding.  Of course, this is not really using the agile methodology as it was designed - it is abusing agile, often to appease a client.  However, this unstructured approach is nevertheless an approach that we see too frequently in projects.  These projects usually fail to deliver.  A far better approach is to invest in sufficient training and education, so you develop a core team each member of which has an understanding of the technology and the business.  This does not mean that you convert your leadership team into technical developers!  What it means is that both teams have enough understanding of the other to be able to have meaningful conversations.  However, achieving this requires strong leadership.

If you would like Gill Walker to speak to your team on CRM Leadership and how you can overcome its challenges, please email us on This email address is being protected from spambots. You need JavaScript enabled to view it. or arrange a coffee chat here https://calendly.com/opsis/coffee_w_gill .

Why Opsis?

Opsis is all about the clarity, security, and success of your Microsoft Dynamics 365. 

Gill Walker - Dynamics 365 trainer (MCT) and CRM Success Catalyst

Hello, I'm Gill Walker, the Principal of Opsis.  My commitment is your success with Microsoft Dynamics 365.

My knowledge and experience are available to you through education, consulting, training your team, and speaking at conferences and other events.  I speak and train in person and virtually / online. 

I am a Microsoft Certified Trainer (MCT) and the President of the NSW chapter of Professional Speakers Australia (PSA).  I have been a Professional Member of PSA for several years.  I am a Microsoft Certified Professional and I hold the Microsoft Dynamics 365 Sales Functional Consultant Associate, the Microsoft Dynamics 365 Customer Service Functional Consultant Associate, and the Microsoft Dynamics 365 / Power Platform Solution Architect awards. I am also a ClickDimensions Certified Consultant.

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Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal CRM Success Catalyst, Gill oversees all business operations, strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring for CIOs and other decision makers tasked with implementing Microsoft Dynamics 365.