The CRM Success Show

What does it take to build scalable Salesforce architecture, lead complex CRM initiatives, and prepare for the future of AI? In this episode, Zachary Banks shares insights on Salesforce architecture, enterprise CRM, AI, career growth, hiring, and the evolving Salesforce ecosystem. Discover how strong architecture, technical leadership, and continuous learning can help Salesforce professionals and organizations build systems that scale. About Our Guest Zachary Banks is Director of Architecture at Link Logistics, with 10+ years of experience across Salesforce administration, development, product management, business architecture, and enterprise architecture. His career spans Salesforce development, architecture, product strategy, and enterprise CRM initiatives. As a Salesforce MVP and community leader, Zachary is also deeply involved in the Salesforce ecosystem, professional development, and helping Salesforce professionals grow their careers. In this episode, Zachary shares his perspective on Salesforce architecture, AI and the future of CRM, building scalable enterprise systems, hiring Salesforce talent, personal branding, and the skills professionals need to stand out in the Salesforce ecosystem. 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/

What were the standout CRM and Salesforce conversations from Season 6, and what’s coming next in Season 7? In this Season 6 recap, co-hosts David “Maz” Masri and Khero Witey look back at their favorite episodes, standout conversations, and key topics from another action-packed season of The CRM Success Show. From Salesforce and enterprise CRM strategy to AI, change management, marketing, greenfield implementations, customer experience, and complex CRM environments, Maz and Khero revisit some of the conversations that made Season 6 memorable. They also reflect on the show’s growth, including surpassing 5K YouTube views and approaching 10K podcast downloads, while sharing what listeners can expect from Season 7. Season 7 is already underway, with more Salesforce and CRM stories, AI use cases, new industries, expert perspectives, and conversations about the future of CRM. 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/

In this episode, Daniel Hurtubise, Senior Engineering Manager at Builders First Source, shares his experience leading Salesforce teams and connecting technology with real business needs. Daniel discusses Salesforce architecture, data quality, integrations, DevOps, AI, digital adoption, and user experience. He also explains why strong business processes, collaboration, and understanding the end user are essential for successful Salesforce transformation. About Our Guest Daniel Hurtubise is a Senior IT Salesforce Manager at Builders First Source, where he leads a multidisciplinary Salesforce team supporting sales operations and customer engagement. With experience across Builders First Source, Interstate Batteries, Liquidity Services, and Terramark, Daniel brings extensive expertise in Salesforce, enterprise architecture, integrations, cloud platforms, DevOps, and digital transformation. In this episode, he shares practical insights on building scalable Salesforce solutions, improving data quality, driving adoption, and preparing Salesforce teams for the future of AI and automation. 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/

What does it take to successfully consolidate two Salesforce orgs after a merger? In this episode, Charles Van Fleet, Senior Director of Enterprise Applications at Standard BioTools, shares how his team approached a complex Salesforce greenfield implementation following the merger of SomaLogic and Standard BioTools. He explains how they evaluated Salesforce against Microsoft Dynamics 365, HubSpot, and Oracle, standardized business processes, consolidated two CRM environments, and built a scalable Salesforce operating model. About Our Guest Charles is a Senior Director of Enterprise Applications & Business Systems with 25+ years translating business strategy into enterprise application portfolios that scale. He has a track record of building and governing CRM (Salesforce, Microsoft Dynamics), ERP (Microsoft Dynamics, NetSuite, SAP), data platforms and integrations across Healthcare/Life Sciences, Home Services, and Insurance. Rationalized legacy ecosystems, integrated M&A, and enabled business units to grow without proportional technology spend. Known for connecting board-level mandates (AI, digital transformation, regulatory compliance) to governed, production-ready delivery. Experienced managing $10M+ budgets, leading global teams, and presenting application strategy at executive and board levels. 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 is change management still treated as optional when poor adoption can derail even the best technology implementation? In this episode, we explore why transformation projects fail, how to measure change management separately from project delivery, who should actually own change across an organization, and why executive alignment matters so much. We also discuss resistance, shadow systems, post-go-live adoption, how much budget should be allocated to change management, and the practical framework behind his book Disruptive Change Management: The 10 Pillars. About Our Guest Richard is a global technology executive with more than 25 years of experience leading enterprise transformation across 40 countries and eight industries. Throughout his career, he's helped some of the world's largest organizations modernize complex technology landscapes, leading large-scale Oracle Cloud, SAP and Workday transformations while developing enterprise data strategies and AI governance frameworks that enable businesses to innovate with confidence. Long before AI became today's biggest boardroom topic, his team was designing and deploying award-winning AI solutions within the Oracle ecosystem, laying the foundations for the agentic AI capabilities many organizations are now beginning to explore. Known for his hands-on leadership style, he works closely with executive teams to turn complex technology and data challenges into practical business outcomes, combining rapid prototyping, architecture leadership and real-world execution rather than relying solely on strategy presentations. He's also the author of Disruptive Change Management: The 10 Pillars, a practical guide to leading organizational transformation through resistance, drawing on military doctrine and more than two decades of experience delivering complex global change 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/

How can a Salesforce Community of Practice improve governance, collaboration, and operational efficiency across a large organization? In this episode, Paul Kobs shares insights on building and scaling enterprise Salesforce teams, creating effective operating models, balancing internal talent with partners, and connecting CRM investments to measurable business outcomes. Learn how a strong Community of Practice can help Salesforce organizations share knowledge, improve governance, and scale more effectively. About Our Guest Paul Kobs is a seasoned CRM and Salesforce product leader with 10+ years of experience building and scaling enterprise CRM strategies, teams and operating models across organizations including Cargill, 3M and ProVation Medical. His experience includes leading Salesforce strategy for 13,000+ users at Cargill, managing a $25M portfolio and 25-person global team, optimizing vendor partnerships, and establishing a Community of Practice that significantly improved operational efficiency. He's also led major CRM transformation and M&A initiatives at 3M, alongside large-scale platform, integration and deployment programs throughout his career. Paul brings a particularly interesting perspective on how large organizations structure Salesforce teams, balance internal talent with partners, improve governance and ultimately connect CRM investment back to business outcomes. 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/

What does it take to build customer loyalty in the restaurant industry? In this episode, Jeff Wilshire shares insights on restaurant loyalty programs, customer experience, digital engagement, marketing technology, and using customer data to create stronger relationships and drive business growth. Discover how restaurants can use digital ecosystems, analytics, and personalized experiences to turn customers into loyal advocates. About Our Guest Jeff Wilshere brings nearly four decades in marketing leadership (including 19 years with IBM in global marketing roles and recently serving as Senior Director of Marketing at MOOYAH Burgers Fries and Shakes, Jeff found time for to sit down with us to record while enjoying semi-retirement. Throughout his career, Jeff has helped technology companies and restaurant organizations strengthen their market presence, embrace digital transformation, and improve customer experiences. He continues to advise organizations on digital ecosystems, marketing technology, websites, loyalty programs, marketplaces, customer data platforms, analytics, and digital engagement strategies. Jeff currently supports La Madeleine Restaurants on select marketing initiatives while enjoying semi-retirement, travel, and adventure. 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 do you keep technology, CRM, and Revenue Operations moving forward during a merger or acquisition? In this episode, Emily Malanos shares insights on thriving in an M&A environment, harmonizing complex CRM ecosystems, integrating applications, and aligning sales, service, and marketing processes. Discover how strong CRM strategy and Revenue Operations can help organizations navigate change while maintaining efficiency and business growth. About Our Guest Emily Malanos is Director of Enterprise Technology & Revenue Operations at Northwest Bank, with a proven track record leading digital transformations and Revenue Operations initiatives. She specializes in CRM strategy, strategic oversight, process harmonization, and developing sales, service, and marketing processes across complex CRM ecosystems and integrated applications. Her career has taken her from Conduent to Gallagher through multiple acquisitions, giving her valuable experience navigating organizational and technology change. Emily currently resides in the Greater Pittsburgh region and brings a strong focus on Salesforce, enterprise technology, and Revenue Operations. 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/

What does it take to build successful products in the AI era? In this episode, Rich Walker explores how AI is changing product development, workflow automation, customer experience, and the way businesses operate. He shares lessons from building Quik! and discusses using AI to improve efficiency, communication, and customer success while creating products that deliver measurable value. About Our Guest Rich Walker is the Founder and CEO of Quik!, an entrepreneur and customer experience-focused technology leader. He founded Quik! in 2002 with the goal of eliminating paperwork inefficiencies and making work easier. Today, Quik! powers more than 42,000 forms and helps financial professionals streamline their workflows. Rich is focused on using AI to drive efficiency, improve software development, and strengthen communication. His leadership philosophy centers on vision-driven growth, customer experience, empowered teams, data-driven execution, and taking fast, decisive action. Outside of work, Rich is a father, husband, car enthusiast, bodybuilder, and enjoys skating, bodyboarding, and snowboarding. 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 can community and technology create meaningful change in the Salesforce ecosystem? In this episode, Tiffany Spencer explores the power of community, digital transformation, mentorship, and technology education. She shares insights on building inclusive tech communities, developing talent, and using Salesforce to help businesses and nonprofits create lasting impact. About Our Guest Tiffany Spencer has more than 15 years of experience in the Salesforce ecosystem and is a 7x certified Salesforce professional, Salesforce MVP, and Golden Hoodie recipient. She has led digital transformations for organizations ranging from small businesses to large corporations across multiple industries. Tiffany is also a passionate technology educator and advocate for underrepresented communities. She is Founder and CEO of Tech Forward, a nonprofit helping underrepresented groups discover cloud and SaaS technologies and career opportunities. She is also Founder and CEO of Tech Forward Solutions, a Salesforce implementation partner supporting businesses and nonprofits with digital transformation and talent development. 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/

In this mini-episode, co-hosts David Masri & Khero Witey reflect on Season 5, what they enjoyed and what is to follow for Season 6. 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/

What does it take to scale Salesforce across a Fortune 500 enterprise? In this episode, Arman Piric shares insights from managing a large-scale Salesforce ecosystem, balancing enterprise strategy with hands-on innovation, and driving AI adoption across IT. Explore the challenges of enterprise Salesforce, digital transformation, AI-native products, and how technology leaders can turn large-scale platforms into engines for business innovation. About Our Guest Arman Piric is a technology executive and hands-on builder, serving as Director of Salesforce & Digital Transformation at Rockwell Automation. He leads a $30M+ technology portfolio and a 100+ person delivery organization supporting an ecosystem of approximately 18,000 users. Arman combines enterprise-level strategy with hands-on technology development, personally building AI-native products including voice agents and mobile applications. His focus is on driving Salesforce innovation, digital transformation, and AI adoption across IT. 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 can Salesforce and Revenue Operations help aviation companies improve efficiency and scale? In this episode, Hector Carballosa explores the role of Salesforce, enterprise technology, CRM, ERP, and RevOps in the aviation aftermarket. He shares insights on aligning technology with business strategy, improving processes, building scalable operations, and turning complex technology challenges into measurable business outcomes. About Our Guest Hector Carballosa is Director – CRM, ERP & RevOps at inav, with a career spanning enterprise technology consulting, revenue operations, and the aviation aftermarket. His expertise combines Salesforce and enterprise software architecture with business strategy and operational leadership. Hector focuses on understanding organizations from both the operational and executive perspectives, then translating those insights into practical technology strategies. His experience includes designing processes, architecting solutions, building teams, mentoring talent, and creating the operational foundations businesses need to scale. 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/

What does intentional design look like when building technology solutions that people actually use? In this episode, Peter Schweiss explores how thoughtful technology design, process automation, and Salesforce can help organizations build more effective and scalable systems. He shares insights on aligning technology with organizational goals, improving processes, and designing solutions that create meaningful impact. About Our Guest Peter Schweiss is Director of Technology Services at Hope Ignites, an international nonprofit organization empowering young people in need. He leads the design and implementation of technology solutions that support the organization’s mission and goals. With more than 10 years of experience in technology consulting and services, Peter has worked with clients across industries including hospitality and education. His expertise includes process automation, Salesforce administration, network engineering, cybersecurity, and project management. Peter is also an active member of SFXD, the Salesforce Discord Exchange, where he shares best practices with Salesforce professionals. Passionate about innovation and education, he also coaches and mentors others to help them reach their potential. 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/

What does it take to build high-performing engineering teams in 2026? In this episode, Eric Nelson explores how technology leaders can build strong teams, align stakeholders, and create environments where top talent can thrive. He shares insights on Salesforce engineering, enterprise architecture, technical strategy, vendor management, and reducing costs while delivering scalable solutions that work in the real world. About Our Guest Eric Nelson is a technology leader and builder focused on high-performing teams, complex Salesforce architectures, and scalable business solutions. His unique combination of organizational psychology and deep technical expertise allows him to lead across disciplines while empowering teams rather than micromanaging. Eric has a strong track record of architecting enterprise systems, improving efficiency, and reducing costs at scale, including delivering multimillion-dollar savings through smarter technical and vendor strategies. He specializes in bringing people and systems together, aligning stakeholders, and creating cohesive teams that deliver meaningful business results. 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/

What goes on behind the build when a bank transforms its customer experience with Salesforce? In this episode, Pam Hannett explores the strategy and execution behind Salesforce in banking, including digital transformation, AI-driven insights, advanced analytics, process automation, and customer engagement. Discover how financial institutions can modernize technology, personalize experiences, and create new opportunities while navigating a highly regulated industry. About Our Guest Pamela Hannett is VP of Salesforce Strategy and Execution at Liberty Bank and has more than 25 years of experience driving innovation and transformation in financial services. Her expertise spans marketing technology, CRM, core banking, business applications, product management, and sales operations. Pam leads with a focus on collaboration, adaptability, continuous learning, and human-centered design. She helps financial institutions use data, emerging technologies, intelligent automation, and AI to improve customer experiences, drive operational efficiency, and deliver measurable business impact. 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 can nonprofits build a strong data strategy while navigating complex Salesforce environments and limited resources? In this episode, Suzie Campbell explores the role of data architecture, governance, and migration in helping nonprofits use technology more effectively. Discover how thoughtful data strategy can support better decision-making, improve operations, and create meaningful impact through Salesforce. About Our Guest Suzie Campbell is the creator of 24/7 Suzie, Secretary of Dreamin’ in Data, and Assistant Director, Salesforce at Start Early, where she leads data architecture strategy across a complex multi-cloud environment. After 10 years in higher education, Suzie transitioned into Salesforce administration and now has six years of experience in the ecosystem. She has presented at Dreamforce, DevOps Dreamin’, Datablazer Mastery On-Site, and nonprofit user groups on data strategy, governance, and migration. Suzie is passionate about building supportive communities for data professionals and ensuring nonprofits have a voice in the technology space. 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 can wealth management organizations use Salesforce and Agile practices to build more efficient, scalable, and user-friendly systems? In this episode, Christy Grow shares insights on managing enterprise Salesforce environments, improving workflows, meeting compliance requirements, and bridging the gap between business and engineering teams. Discover how Agile approaches and Salesforce can help financial services organizations improve efficiency, support growth, and create better user experiences. About Our Guest Christy Grow is a Senior Salesforce Program Manager at Beacon Pointe, specializing in connecting business stakeholders with engineering teams. She has more than 7 years of experience managing enterprise Salesforce organizations and more than 15 years of experience across healthcare and financial services. In financial services, Christy has managed diverse teams, brought Salesforce organizations up to enterprise compliance standards, and implemented complex workflows to improve efficiency and drive growth. Her healthcare experience includes data analytics and reporting, data management system administration and implementation for more than 700 users, and managing teams of more than 20 direct reports. Christy is passionate about building intuitive, user-friendly systems that help people work more effectively. 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/

Featured: Brent Downey , Sr. Director of Revenue Technology of Pushpay Brent Downey a Salesforce MVP and the creator of AdminHero.com . Since 2012, He has empowered Salesforce Administrators to become workplace heroes through practical advice, best practices, and thought leadership in the Salesforce community. As a multi-certified Salesforce professional with over 15 years of experience, Brent combines deep technical expertise with real-world business acumen. He has managed complex global Salesforce implementations across multiple countries and languages, led Salesforce user groups, transformed teams, and spoken at various events including Dreamforce. But his greatest accomplishment is in his role as a husband and father to four kids—and one very vocal miniature schnauzer! Brent is currently the Senior Director of Revenue Technology at Pushpay which builds technology to help non-profit and faith-based communities build lasting connections. 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/

Khero Witey has spent over a decade supporting execs across North America & Europe execute on their hiring initiatives, placing over 1000+ resources at 200+ clients, ranging from Start-Ups to Fortune 500. He also holds 4x Salesforce Certs to his name and is organizer of the largest Salesforce user group meet in Texas, "Salesforce of North Dallas" with over 2k members and is known for bringing execs together over roundtable dinners. Khero is originally from a small fishing town in the North of England, Grimsby, with Middle Eastern roots on his father's side + currently resides in Frisco, TX with his wife Amani and their pet beta fish Ophelia. He is a die-hard Man United fan (nobody is perfect!) 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/