The CRM Success Show

Latest Episodes:

Observability & AI - Ankur Gupta, Ciena (#32) Dec 30, 2025

Show notes

How can observability and AI help organizations build smarter, more reliable enterprise technology? In this episode, Ankur Gupta explores the role of observability in Salesforce and enterprise systems, and how AI can improve visibility, performance, automation, and decision-making. He shares insights on AI-first transformation, Salesforce architecture, data and revenue systems, and using technology to drive measurable business outcomes.

About Our Guest
Ankur Gupta is a senior technology executive with more than 20 years of experience leading global software engineering, GTM systems, and AI-first enterprise transformations. A 16x Salesforce Platform Architect and AWS-certified leader, he has scaled teams by 2.5x, managed multimillion-dollar programs, and delivered revenue-driving solutions across Sales, Service, Data, and Revenue Clouds.

With MIT AI Strategy credentials, Ankur combines technical expertise with executive leadership to drive innovation and operational excellence. His career includes roles at Wipro, Oracle, IBM, and PwC. He is currently Director of Software Engineering at Ciena, a global leader in high-speed connectivity.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

Migrating to a New Salesforce Instance - Hyung Lee, FloQast (#31) Dec 16, 2025

Show notes

When should a company migrate to a new Salesforce instance—and when should it stay with the existing one? In this episode, Hyung Lee shares a real-world look at evaluating a Salesforce migration, including the pros and cons, ROI, technical debt, enterprise architecture, and the organizational challenges involved in making the decision. He also reflects on more than 20 years in the Salesforce ecosystem and the skills and mindsets engineers and architects need to stay ahead as CRM and enterprise technology continue to evolve.
About Our Guest
Hyung Lee is a seasoned applications leader with deep expertise in the Salesforce ecosystem and enterprise software. His experience spans hands-on development, architecture, system extensibility, process optimization, and navigating the technical and organizational complexities of growing companies.
Hyung has worked with organizations including Uber, New Relic, Shopify, and currently FloQast. He began his Salesforce journey at Salesforce itself from 2005–2008, giving him a unique perspective on how the platform and CRM industry have evolved over the past two decades.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

Customer vs Partner vs Salesforce - Kevin Mossman, DUAL North America (#30) Dec 02, 2025

Show notes

What’s the difference between being a Salesforce customer, Salesforce partner, and working directly with Salesforce? In this episode, Kevin Mossman shares insights from all sides of the Salesforce ecosystem, exploring how each perspective approaches CRM strategy, implementation, customer experience, and Salesforce investment. Learn what organizations should consider when evaluating Salesforce solutions and how to maximize the value of their CRM technology.
About Our Guest
Kevin Mossman is an experienced Digital CRM Leader with a background spanning software development, IT operations, and customer experience. He is currently VP of Salesforce Development at DUAL North America, a leading specialty program manager in property, casualty, and financial lines.
Kevin began his Salesforce journey in 2011 and spent more than a decade combined at Capgemini and Salesforce. During his time at Salesforce, he served as an Executive Advisor to Financial Services customers, providing strategic consulting to help organizations maximize their Salesforce investment.
Kevin is a Trailhead All-Star Ranger and a strong advocate for continuous learning and development. Outside of work, he is also a roller derby referee.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

Why The Public Sector Requires More Skin in the Game - Ian Hopper, Royal College of Pathologists (#29) Nov 18, 2025

Show notes

Why does the public sector need more ownership and involvement when it comes to digital transformation and technology? In this episode, Ian Hopper explores the challenges public sector organizations face when modernizing operating models, implementing digital innovation, and delivering sustainable change. He shares practical insights on governance, workforce planning, strategic partnerships, and getting the right people involved to turn transformation strategies into meaningful results.
About Our Guest
Ian Hopper is an Executive Director with 15 years of experience in transformation, operations, and strategic growth across charities, NGOs, and the public sector. He specializes in modernizing operating models, embedding digital innovation, and supporting financial sustainability.
Ian has led complex initiatives across workforce planning, governance, and digital strategy and is known for building high-performing teams and strategic partnerships. After nine years at PwC, his career included roles with the British Red Cross, WRAP, Department for Education, and Cats Protection. He currently supports the Royal College of Pathologists (RCPath) as Director of Corporate Services.
Ian is also the CRM Success Show’s first international guest from the UK.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

Planning Large-Scale Salesforce Implementations - Onttu Lindeman, Members 1st Federal Credit Union (#28) Nov 04, 2025

Show notes

What does it take to plan a large-scale Salesforce implementation without increasing costs or creating unnecessary complexity? In this episode, Onttu Lindeman shares practical insights on Salesforce strategy, licensing, governance, adoption, and avoiding common implementation pitfalls. Learn how organizations can align their Salesforce investment with business goals and build a CRM platform that supports long-term growth.
About Our Guest
Onttu Lindeman is a Salesforce leader focused on helping organizations maximize the value of their Salesforce investment. He currently holds 13 Salesforce and Product Certifications and has experience across aviation, motor vehicle manufacturing, real estate, and credit unions.
Onttu also spent 3.5 years at Salesforce as a Senior Business Architect, giving him a unique perspective on Salesforce strategy and implementation. His approach focuses on aligning strategy, licensing, governance, and user adoption so Salesforce becomes a growth engine rather than a burden.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

AI & Service Cloud Voice - Rob Lajeunesse, Einstein - Angi (#27) Oct 21, 2025

Show notes

How is AI transforming customer service, and what happens when it’s combined with Salesforce Service Cloud Voice? In this episode, Rob Lajeunesse explores how AI, CRM, and customer service technology can improve agent productivity, customer experience, and operational efficiency. He shares practical lessons from Salesforce migrations and AI initiatives, including how automation and interaction summarization can reduce handle times and deliver measurable results.
About Our Guest
Rob Lajeunesse is Senior Director of Product Management at Angi, where he leads a team developing technology solutions for Sales and Customer Care, including Salesforce Service Cloud, Sales Cloud, Medallia, Playvox, and SMS platforms.
His team has successfully completed four major Salesforce migrations impacting more than 1,500 users, while implementing workforce management and customer engagement solutions that contributed to a 25% improvement in CSAT and 45% cost reductions in priority channels. Rob has also spearheaded AI initiatives, including interaction summarization pilots that reduced handle times by 10% within weeks.
With a background in innovation and cross-functional product leadership, Rob focuses on using technology to solve real-world challenges and deliver measurable business value.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

How to Rebuild Team Morale After Burnout - Pranav Lal, Gusto (#26) Oct 07, 2025

Show notes

How do you rebuild team morale after burnout and create a high-performing team again? In this episode, Pranav Lal shares leadership insights on recovering from burnout, rebuilding trust and engagement, and creating a healthier, more effective team culture. He also explores how technology leaders can support their teams through change while maintaining performance, collaboration, and business impact.
About Our Guest
Pranav Lal is an experienced technology leader passionate about building world-class business technologies and high-performing teams. He is currently Head of Business Technology – Enterprise Systems at Gusto, which serves more than 400,000 businesses across the U.S.
Pranav specializes in developing scalable architecture strategies that accelerate revenue growth, improve operational efficiency, and align technology with business goals. He has led cross-functional teams and transformative technology initiatives across Sales, Customer Success, Marketing, and Customer Experience. Previously, he worked at Slack and Eventbrite.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

Partner Selection & Lean Six Sigma - Jon Beller, First United Bank (#25) Sep 23, 2025

Show notes

How do you choose the right technology partner, and how can Lean Six Sigma principles improve enterprise transformation? In this episode, Jon Beller shares insights on partner selection, operational excellence, process improvement, and turning strategy into execution. Explore how organizations can use Salesforce, nCino, workflow automation, data strategy, and Lean Six Sigma to solve complex problems and drive sustainable business transformation.
About Our Guest
Jon Beller is a big-picture strategist with a track record of guiding teams from vision to impact through collaboration, curiosity, and adaptive approaches. His expertise spans business and experience transformation, journey ownership, Design Thinking, Agile, digital transformation, automation, cross-functional leadership, Salesforce Financial Services Cloud (FSC), nCino, MuleSoft, CI/CD, DevOps, enterprise workflow, data strategy, change management, and Lean Six Sigma.
Jon spent nine years at First United Bank as program owner and partner, driving enterprise CRM, workflow, and data architectures with a focus on Salesforce and nCino. His background also includes healthcare and consulting.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

The CRM Success Show - Season 3 Recap Sep 09, 2025

Show notes

In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 3, what they enjoyed and what is to follow for Season 4.

Talking with the people who own the largest and most complex CRM systems.
https://www.crmsuccess.show/
Your Host on LinkedIn:
Maz: https://www.linkedin.com/in/davidmasri/
Khero: https://www.linkedin.com/in/kherothetxrecruiter/

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

Productizing Rev Ops - Ethan Lippman, Alkami Technology (#24) Aug 26, 2025

Show notes

What does it mean to “productize” Revenue Operations, and how can RevOps become a scalable business function? In this episode, Ethan Lippman explores how organizations can build repeatable RevOps processes, align sales, marketing, product, and operations, and turn operational strategy into measurable business growth. He also shares insights on pipeline strategy, cross-functional alignment, and building a mature Revenue Operations function.
About Our Guest
Ethan Lippman leads Revenue Operations at Alkami Technology, a cloud platform supporting digital banking for financial institutions across the U.S. In his role, he brings together Revenue Operations, Sales, Product, and Marketing to create alignment between go-to-market strategy and operational execution.
Ethan has a diverse background spanning account management, product marketing, competitive intelligence, and operations, giving him a holistic perspective on scaling businesses and driving measurable growth. He is also a sought-after speaker and has participated in events including the Revenue Operations Summit in Austin, where he has discussed pipeline strategy, cross-functional alignment, and RevOps maturity.

Talking with the people who own the largest and most complex CRM systems, with a strong focus on Salesforce.

Learn more: https://www.crmsuccess.show/
Your Hosts on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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