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Before choosing the technology, start with what you actually need it to do. System vs process: are you fixing the right problem? The system is what you paid for. The process is how you use it. That's probably the simplest way I can explain the difference. And it's an important distinction, because when something isn't working in an organisation, particularly when a CRM is involved, it's very easy to blame the system; The CRM is rubbish, it doesn't work, we need something new.

People often assume I love systems because I love organisation. And, to be fair, I am that person. Everything has a list. If there are logistics to sort, I'll sort them. Train tickets and hotel rooms are usually booked approximately three seconds after we've agreed where we're going. Christmas presents have a list. Obviously. But not just a list of what I've bought. Who it's for. Whether it's a tree present or a stocking present. Whether it's been wrapped. You get the idea. M

Six months ago, I handed in my resignation. Even writing that sentence now feels strange, because the person who made that decision feels quite far removed from the person writing this today. It was one of the most difficult decisions I have ever made. I genuinely felt as though I was in a no-win situation. Staying wasn't an option anymore. But making myself unemployed didn't exactly feel like a viable alternative either. There was no exciting plan waiting in the wings. No ca

Published Aug 2026 ~ 5 minute read Your system probably isn't the problem One of the conversations I find myself having time and time again is with organisations who feel like their system just isn't working anymore. "It's too clunky." "It can't do what we need." "We're thinking about moving to something else." And sometimes that's true. But more often than not... The system isn't actually the problem. The real problem is usually time. The people responsible for choosing, imp

Published July 2026 ~ 5 minute read Building a Business Around What Matters Most. It started with a little boy. A little boy who taught me that the world isn't always built with everyone in mind. Parenting a child with additional needs changes every part of your life. It's not for the faint-hearted, but combine that with a world that often expects parents to work as though they don't have children, and things can quickly become messy. People often assume that those of us who