The CRM Success Show

Latest Episodes:

Rev Ops at Walmart - Maxwell Mozes, Walmart (#23) Aug 12, 2025

Show notes

What does it take to build and scale a high-performing Revenue Operations (RevOps) organization? In this episode, Maxwell Mozes shares insights on RevOps strategy, sales operations, GTM planning, customer success, sales performance, and business intelligence. Learn how B2B organizations can build scalable revenue systems and processes while supporting rapid growth—from startup to billions in annual revenue.
About Our Guest
Maxwell Mozes specializes in building and scaling large B2B organizations from inception to nine-, ten-, and eleven-digit revenue levels. He is currently Director and Head of Revenue Operations at Walmart Business, the B2B division of Walmart, where he leads Customer Success & Onboarding, Sales Operations, GTM Strategy, Planning & Enablement, and Sales Performance, BI, & Systems.
Previously, Maxwell ran global sales operations for Amazon Business, helping scale the B2B organization from its launch in 2014 to $35 billion in annual revenue in 2023. Before Amazon, he was an early team member at Boston-based startup LevelUp, which raised $40 million and was later acquired by Grubhub for $400 million.

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/

Salesforce in B2B & B2C Environment - Jason Belote, Vari (#22) Jul 29, 2025

Show notes

What changes when Salesforce is used across B2B and B2C environments? In this episode, Jason Belote explores the different challenges, strategies, and opportunities involved in using Salesforce to support both business and consumer-focused organizations. Learn how CRM strategy, customer experience, data, and integrated technology platforms can help organizations scale while meeting the unique needs of B2B and B2C customers.
About Our Guest
Jason Belote is Vice President of Technology at Vari, a rapidly growing office furniture and workspace innovation company serving 98% of Fortune 500 companies. He brings more than 20 years of experience building and leading high-performing technology teams.
Jason began his career in the Siebel CRM ecosystem before moving to Salesforce in 2006, including time working at Salesforce itself. He has worked on more than 30 Service Cloud and Sales Cloud projects and has experience with platforms including Salesforce, SAP S/4HANA, Boomi, and Microsoft data and business intelligence tools.
Jason is passionate about building cultures centered on collaboration, recognition, talent development, and accountability.

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/

Hiring and developing Talent in the Salesforce Ecosystem - Chris Pearson, Jostens (#21) Jul 15, 2025

Show notes

How do you hire, develop, and retain the right talent in the Salesforce ecosystem? In this episode, Chris Pearson shares insights on building high-performing Salesforce teams, developing technology talent, and preparing professionals for the evolving demands of CRM and digital transformation. He also discusses the intersection of AI and Salesforce, scalable platform solutions, technical debt, and the leadership strategies needed to support a growing Salesforce organization.
About Our Guest
Chris Pearson is Director of Salesforce Development at Jostens, where he leads the delivery of innovative and scalable solutions for approximately 2,000 users worldwide across Sales, Service, Marketing, and Revenue Cloud. He has more than 15 years of experience in business application development, management, and integration, with a focus on CRM and Quote-to-Cash (QTC) systems.
Chris leads a team of Salesforce professionals supporting multiple divisions at Jostens and drives technical debt retirement and international application support. Based in Houston, he regularly shares insights on AI and Salesforce, ethical AI, scalable platforms, and leadership in digital transformation.

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/

Moving In house - First 90 days - Hans Tiefenthaler, Access TeleCare (#20) Jul 01, 2025

Show notes

What should Salesforce leaders focus on during their first 90 days when bringing technology and operations in-house? In this episode, Hans Tiefenthaler shares practical insights on taking ownership of a Salesforce environment, assessing priorities, aligning stakeholders, managing change, and building a strong foundation for long-term success. Learn how to approach the first 90 days of a Salesforce leadership role while driving optimization, innovation, and business transformation.
About Our Guest
Hans Tiefenthaler is Director of Salesforce & CRM Platforms at Access TeleCare with more than 15 years of hands-on experience in the Salesforce ecosystem. He has served as project lead for more than 250 implementations and solution architect for over 50 technology stack and business process overhauls.
His expertise includes solution design and planning, stakeholder engagement, Agile methodologies, development team management, change management, and product strategy. Hans also brings extensive healthcare experience, including revenue cycle management (RCM), scheduling, and more than 15 Field Service implementations involving complex routing and scheduling.

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/

Implementing Salesforce on an Enterprise Level - Niraj Jain, Mercedes Benz (#19) Jun 17, 2025

Show notes

What does it take to implement Salesforce successfully at an enterprise level? In this episode, Niraj Jain shares insights on balancing Salesforce strategy with execution, leading large-scale global technology projects, and transforming business processes. Discover the challenges of enterprise Salesforce implementation and how organizations can align CRM technology with business strategy to drive meaningful transformation.
About Our Guest
Niraj Jain has more than two decades of experience working with global teams to deliver client success and bridge the gap between technology and business strategy. He has led large-scale global projects focused on business transformation, process improvement, and developing high-performing teams.
Niraj brings extensive experience in financial services and banking, with a career that includes Accenture, Salesforce, JP Morgan, and Credit Suisse. His ability to move between strategy and execution has been central to his work delivering complex technology initiatives.

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/

Lending in Healthcare and decommissioning Business units from Salesforce - Chris Neudecker, BHG Financial (#18) Jun 03, 2025

Show notes

What happens when a business unit needs to be decommissioned from Salesforce? In this episode, Chris Neudecker shares insights into the challenges of Salesforce decommissioning, enterprise system management, architecture, and managing complex technology transitions. Learn how organizations can approach Salesforce system consolidation while protecting business operations, managing data, and making strategic technology decisions.

About Our Guest
Chris Neudecker is Sr. Director of Engineering at BHG Financial with more than 15 years of experience in the Salesforce ecosystem. He is known for his expertise in enterprise system management and enterprise architecture and has led multi-million-dollar budgets and product and project delivery.

Chris has built Salesforce applications across a range of industries, including legal, property and casualty insurance, banking and wealth management, and mortgages.

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/

Comparing SAP Projects to Salesforce Projects - Dave Swidan, Veracyte (#17) May 20, 2025

Show notes

How do SAP projects compare to Salesforce projects, and what can technology leaders learn from working across both platforms? In this episode, Dave Swidan compares the challenges and approaches involved in SAP and Salesforce projects, drawing on his experience leading technology initiatives across complex business functions. Explore Salesforce architecture, integrations, enterprise technology, and the lessons that can help organizations successfully manage large-scale technology projects.

About Our Guest
Dave Swidan is Senior Director of Salesforce Engineering at Veracyte, Inc., with extensive information technology leadership experience across the high-tech and healthcare industries. He has successfully managed both large and small projects and programs supporting supply chain, sales, pricing, marketing, product lifecycle management, service, and field service.

Dave is also a highly skilled Salesforce Administrator and Architect with experience in Flow, Process Builder, and integrations across Sales Cloud, Service Cloud, and Field Service Lightning. Based on the West Coast, Dave enjoys the outdoors and water and studied marine biology.

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 2 Recap May 06, 2025

Show notes

In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 1, what they enjoyed in Season2 and what is to follow for Season 3 and beyond.

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/

Service Cloud Voice\AWS Contact Center - Andy Wirtner, PlainsCapital Bank (#16) Apr 22, 2025

Show notes

How can banks use Salesforce Service Cloud Voice and AWS Contact Center to transform customer service? In this episode, Andy Wirtner shares how PlainsCapital Bank is using Salesforce as a key platform for digital transformation, connecting Sales, Service, and Marketing Cloud capabilities. Learn how a small technology team can support a large Salesforce organization while modernizing banking operations and customer experiences.
About Our Guest
Andy Wirtner is SVP Director, Banking Solutions at PlainsCapital Bank, where he has spent nearly 14 years, progressing from Credit Analyst to his current leadership role. His team of four supports a Salesforce org of approximately 775 users across Sales Cloud, Service Cloud, and some Marketing Cloud.
Andy and his team are focused on making Salesforce the bank’s go-to system for digital transformation and improving how technology supports the organization’s banking operations and customer experience.

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/

Implementing Salesforce Health Cloud: Ochsner Health - Melanie Dixon (#15) Apr 08, 2025

Show notes

How can healthcare organizations use Salesforce Health Cloud to improve technology, streamline operations, and support growth? In this episode, Melanie Dixon shares insights from implementing and scaling Salesforce in healthcare, including the challenges of managing enterprise technology platforms, driving user adoption, and building teams that deliver business value. Discover practical lessons on Salesforce Health Cloud, healthcare technology, automation, and digital transformation.

About Our Guest
Melanie Holmes Dixon is currently Director, Enterprise Applications, Salesforce and RPA at Sutter Health. Previously, she served as Director, Technology Platforms & Automation at Ochsner Health, where she managed a seven-figure budget and a portfolio of strategic technology projects including Salesforce, ServiceNow, SharePoint, and UiPath.

One of Melanie’s notable achievements was developing growth strategies for Salesforce, ServiceNow, SharePoint, and UiPath development teams of more than 10 developers and administrators, growing application utilization from more than 20 employees to 600+ employees.

Before moving into Salesforce and IT, Melanie was a Project Manager at The National WWII Museum. Outside of technology, she enjoys creating costumes and headpieces for family and friends for seasonal events in New Orleans.

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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