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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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 Host 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 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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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 Host 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 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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/

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 Host on LinkedIn:
Dave "Maz" Masri : https://www.linkedin.com/in/davidmasri/
Khero Witey: https://www.linkedin.com/in/kherothetxrecruiter/