Having 20+ years of implementing CRM solutions into SME and Enterprise businesses I have seen the progression of CRM from being a niche product only certain companies both needed and could afford to a business wide solution placed at the core of a businesses. CRM is no longer just about the customer, its about all interactions users have both externally and internally and how to understand and leverage that information into meaningful knowledge that is used to improve all areas of a business. I thrive on discussing problems, investigating their root cause and then utilising technology to help streamline and improve the customer and user experience.