The CRM Success Show

Latest Episodes:

All in on Salesforce and Continuous Improvement - Phil Ryan, Flexo Concepts (#14) Mar 25, 2025

Show notes

What happens when a company goes all in on Salesforce and makes continuous improvement part of its technology strategy? In this episode, Phil Ryan shares how Salesforce apps, automation, and Salesforce Flow can transform business processes, improve data integrity, reduce manual work, and create better employee and customer experiences. Discover practical lessons from building and optimizing a Salesforce ecosystem at scale.
About Our Guest
Phil Ryan is VP of Operations and Technology at Flexo Concepts, innovators of TruPoint Polymer Doctor Blades for printing, coating, and surface cleaning applications. Phil works closely with teams across the business to design, build, test, and deploy more than 75 apps and interfaces tailored to business needs.
He has also worked on more than 300 automations designed to maintain data integrity, reduce clicks, and improve experiences across more than half a million monthly touchpoints. A self-proclaimed Salesforce Flow Junkie, Phil has also been a two-time Dreamforce speaker.
Outside of Salesforce and technology, Phil enjoys woodworking, from small projects such as jewelry boxes to larger projects including furniture and built-in bookcases.

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 and Case Management - Nilam Patel & Andy Vays, Rent.com (#13) Mar 11, 2025

Show notes

How can Salesforce Service Cloud and case management help organizations deliver better customer service and more efficient operations? In this episode, Nilam Patel and Andy Vays share insights on Salesforce, customer service, process automation, analytics, and enterprise applications. They explore how the right combination of people, processes, and technology can improve case management, streamline operations, and drive measurable business results.
About Our Guests
Nilam Patel has 12 years of experience in the Salesforce ecosystem and specializes in transforming complex challenges into streamlined, process-driven solutions. She has delivered large-scale, cross-functional technical solutions and focuses on using data and key performance indicators to drive continuous improvement. Nilam believes true success comes from the synergy of people, process, and technology.
Andy Vays is Director of Enterprise Applications at Rent.com, where he leads teams responsible for Salesforce, Zuora, and other cloud technologies. He focuses on optimizing lead-to-cash processes, aligning technology with business goals, automation, and analytics. Previously, Andy led engineering and managed services at Plative, guiding businesses through large-scale Salesforce and NetSuite transformations.

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/

Getting the Requirements Right - Abi Claus, Camping World (#12) Feb 25, 2025

Show notes

Why is getting the requirements right one of the most important steps in a successful Salesforce implementation? In this episode, Abi Claus shares insights on translating complex business challenges into effective Salesforce solutions, gathering the right requirements, optimizing processes, and empowering teams through technology. Learn how strong requirements and thoughtful implementation can help organizations drive efficiency, innovation, and meaningful business change.
About Our Guest
Abi Claus is a passionate Salesforce leader and technology enthusiast with a proven history of delivering large, multidisciplinary technical solutions from initiation through implementation. Her work in the Salesforce ecosystem focuses on empowering teams, optimizing processes, and using technology to drive meaningful organizational change.
Abi is a two-time Harvard Guest Lecturer, was featured among the Top 50 Women Leaders in Dallas in 2023, and currently serves as Director of Salesforce at Camping World.

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/

Inheriting an inflight implementation - Chris Trivers, Valley Strong Credit Union (#11) Feb 11, 2025

Show notes

What should you do when you inherit a Salesforce implementation that is already in progress? In this episode, Chris Trivers shares practical insights on taking ownership of an existing Salesforce implementation, identifying priorities, managing stakeholders, and moving a complex CRM program forward. He discusses Salesforce leadership, Center of Excellence (CoE) strategy, Financial Services Cloud, and the challenges of driving successful Salesforce transformation in financial services.

About Our Guest
Chris Trivers has more than 16 years of experience in the Salesforce ecosystem, with extensive industry experience across banking, credit unions, and financial services.

He is currently Vice President and Enterprise Salesforce Leader at Valley Strong Credit Union, a $4 billion credit union offering personal, business, and wealth services. Chris owns the credit union’s Salesforce platform and manages the business side of its Salesforce Center of Excellence (CoE). He leads the Salesforce practice across Financial Services Cloud, Marketing Cloud, Tableau, and MuleSoft.

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/

RevOps 101 Do's and Don'ts of RevOps - Imani Chopin, Brinks Home (#10) Jan 28, 2025

Show notes

What are the biggest mistakes companies make when building a Revenue Operations (RevOps) strategy? In this episode, Imani Chopin breaks down the essential do’s and don’ts of RevOps, sharing insights on revenue operations, pipeline analytics, sales and marketing alignment, GTM systems, process architecture, and scalable growth. Whether you’re building a RevOps function from scratch or looking to improve an existing operation, this episode offers practical strategies for driving operational excellence and sustainable revenue growth.

About Our Guest
Imani Chopin is a Revenue Operations and Enablement Leader at Brinks Home, a private equity-backed home security company. She oversees customer acquisition strategy execution, pipeline analytics, process architecture, GTM systems, and transformational business initiatives.

With more than 10 years of experience, Imani has worked across revenue operations, lead generation, partner marketing, sales and partner enablement, and GTM systems in both B2B and B2C organizations. Her focus is on driving operational excellence and creating scalable solutions for business growth.

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 Startups, Mid-Size and Enterprise environments - Nadina Lisbon, NetApp (#9) Jan 14, 2025

Show notes

What changes when you scale Salesforce from a startup or mid-size business into a complex enterprise environment? In this episode, Nadina Lisbon explores the challenges of designing and scaling Salesforce solutions across different business environments. She shares insights into enterprise architecture, solving complex Salesforce problems, building scalable solutions, and what organizations should consider as their CRM needs grow.
About Our Guest
Nadina Lisbon is a CRM Enterprise Architect at NetApp, a Salesforce Certified Technical Architect, and holds a Master’s degree. With more than 10 years of experience in the Salesforce ecosystem, she is passionate about solving complex enterprise problems and mentoring the next generation of Salesforce professionals.
Nadina is a Salesforce MVP and MuleSoft Ambassador and has spoken at major Salesforce events including Dreamforce, TDX, and other Dreamin' conferences. She is also involved as an SXSW Mentor, Ladies Be Architects Ambassador, Well-Architected Ambassador, RAD Coach, Salesforce User Group Leader, and Advisory Board member of ScaleUp Archs. She was also a DF23 Golden Hoodie recipient.

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 1 Recap Dec 31, 2024

Show notes

In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 1, what they enjoyed and what is to follow for Season 2.

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/

Modernizing a Salesforce Org - Christen Sisler, Sequoia (#8) Dec 17, 2024

Show notes

Is your Salesforce org struggling to keep up with business growth? In this episode, Christen Sisler shares insights on modernizing a Salesforce org, building scalable platforms, improving architecture, and delivering technology solutions that can support enterprise growth. Learn how technology leaders can modernize Salesforce environments while building strong teams and creating a platform that is ready for the future.

About Our Guest
Christen Sisler is a seasoned technology leader with more than a decade of Salesforce experience and currently serves as Senior Director, Salesforce at Sequoia. She has extensive experience managing both small technology teams and enterprise teams of hundreds of engineers.

Her previous roles include Head of Architecture, Engineering, and Platform Operations for DXC Technology’s Platform X and Director of Product Development at Axiom. Christen brings deep expertise in building scalable platforms, developing high-performing teams, and driving technology delivery.

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/

Mergers and Acquisitions - Stefan Ludlow, Cerity Partners (#7) Dec 03, 2024

Show notes

What happens to technology, CRM systems, and business operations when companies go through a merger or acquisition? In this episode, Stefan Ludlow shares insights into the technology challenges and opportunities that come with mergers and acquisitions, including Salesforce CRM integration, platform architecture, cybersecurity, and operational efficiency. Discover how technology leaders can bring complex systems together while creating a better experience for employees and customers.
About Our Guest
Stefan Ludlow is an experienced technology leader with a strong background in the financial services industry, where he has led IT departments and teams. His expertise includes cybersecurity, software development, Salesforce CRM, and architecting and integrating platforms for wealth management, including CRM and portfolio reporting systems.
Throughout his career, Stefan has focused on driving operational efficiency and improving the internal user experience. He is currently CTO of Cerity Partners.

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/

Transitioning into a Leadership Role - Carrlos Boyd, One Share Health (#6) Nov 19, 2024

Show notes

What does it take to transition from a Senior Salesforce Administrator into a leadership role? In this episode, Carrlos Boyd reflects on his journey from Salesforce administration to becoming a Director, sharing lessons on leadership, career growth, Salesforce implementations, and managing technology strategy. If you’re a Salesforce professional looking to grow your career or move into leadership, this episode offers practical insights from someone who has made that transition firsthand.
About Our Guest
Carrlos Boyd is an experienced Salesforce platform executive with a background in healthcare, banking, and online marketing and advertising. He has completed several Salesforce implementations from scratch and has extensive experience developing and executing technology strategies.
Carrlos is currently Director, CX Technologies at Paycor, where he oversees a holistic strategy involving Salesforce, Gainsight, Observe.AI, Genesys, Gong, Calendly, and other related technologies. He is also a USMC and Desert Storm veteran and, outside of work, enjoys scuba diving, photography, and training for marathons.
Links Mentioned:
https://www.salesforce.com/company/power-of-us/
https://veterans.my.site.com/s/

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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