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CRM Cloud Digital Transformation

Programme / Solutions Director, Not for Profit / Membership 


Led Solutions Strategy & Architecture Options Assessment (Dynamics, CRM Suppliers, Internal capabilities). Migrated CRM to Cloud. Operationalised CRM, redesigned ways of working, operational processes around a single view of Customer Data. Developed Roadmap, initiated strategic solution developments for Commercial, Complaints, Operational & Legal Case Mgt.


Reduced on going spend by 35%. 1000 Users.

Dynamics Business Central ERP Migration

Critical Friend Consultancy... help Distribution Client to plan, navigate risk areas, deliver to time, and assure benefit outcomes realized.


Navision to Microsoft Business Central (Cloud) Migration, The Nav People, 9 Months, 30 Users.

Business Process Reviews

Consultancy, Not for Profit


Membership, Training, Events, Qualifications, Finance Integration


Outputs: “As Is” Process Maps; Executive Report; key achievable efficiency, workaround, automation benefit improvements

Operating Model Solutions Strategy

Critical Friend Consultancy, Financial Services 


Broker Management Transformation was failing. As a Critical Friend, guided IT Director / Board through a business case / benefits re-assessment.


Outcomes: New Strategy, lower Cost / Risks, Programme roadmap, Change Implementation Delivery model.

CRM & Web Strategy & Requirements

Consultancy, Not for Profit


Requirements documentation / review to replace an old, inflexible, difficult to use, end of life system with a modern stable solution, flexible and capable of evolution and reflective of a modern digital business. Outputs: RFP requirements strategy / document.

Coaching / mentoring...


a relatively inexperienced project manager to develop a right sized / best practice delivery model.


Outputs: Knowledge Transfer  / Project Delivery Methodology, with supporting tools and templates, for implementing change right sized.

CRM, Data Integration, MDM & Data Quality

Senior Project Manager, Financial Services


Successfully recovered a significant off-track delivery in 6 months, launched Salesforce "Agency" CRM and a Master Data Management Hub development, integrating a Data Warehouse and 40+ Downstream systems to materially improved high quality Salesforce Agency data.


3000 Users, UK & Asia. Complex dependency liaison across multiple Programmes, Projects and teams.

Strategic IT “Merger” Review 3 LLP’s

IT Director, Law


Through Discovery, Analysis & Options Assessment delivered Blueprint, Roadmap & Plan to rationalize / consolidate all IT Infrastructure, Systems, Services & Legal Information Services across 3 LLP’s driving 30% savings. 1000 Users, 7 sites.

Dynamics CRM / ERP Recovery

Programme Delivery Manager, Not for Profit / Membership

Delivery twice failed, cost £1.8m, Board lost confidence. Led recovery to Go Live in 16 Months.


Key outcomes: assured £7m p.m. DD payments; new web customer journey, faster client comms, improved Member service / advice; Open Accounts Integration; Events Management; Contract / SLA negotiation.


£3m, 850 Users, 15 Sites; 450k Clients.

Sales / Service - Document & Workflow Management

Programme Manager, Financial Services


Led vision, RFP, negotiated contracts / SLAs. Programme Delivery: Outsource digital mailroom & cheque banking; automate sales / service workflow; mitigate client money & VP breach risks, registration / product set up backlogs & error prone manual operation.


£1.2m p.a. savings, Zero Breaches. £2m, 400 users, 1m Clients, TUPE, many suppliers.

Change Delivery Model

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