Transcending CRM Podcast

For more than 17 years at Peoples Bank, Julie Bonnema has overseen the evolution of digital banking, from its online infancy in the 2000s to today's ubiquitous mobile services. This week, she shares what she's learned as VP, Digital Transformation Manager, with Elliott and JP. Plus: Julie's snowplowing, T-stopping, hip-whipping experience as a roller derby athlete!

Julie Bonnema is the VP, Digital Transformation Manager, at People Bank, where she has worked for over 17 years. She has played a key role in evaluating and implementing digital technology to improve both the customer and employee experiences, from developing the company's first mobile banking system to implementing Salesforce and nCino platforms.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

We like to think of OwnBackup as Tylenol for CRMs. Why? Because it saves us from headaches. Recipient of 2021 & 2022 "Top Commercial Team" and 2021 & 2022 "Top Commercial Segment RVP" awards Kevin Tiernan calls in from New Jersey to chat about why data security is a never-ending assignment, the importance of humility in sales life, and his best advice for account executives in and out of the SaaS ecosystem.

Kevin Tiernan is the Area Vice President, General Business at OwnBackup. He's a results-oriented sales leader with over 10 years of experience in SaaS sales, with in-depth knowledge of data backup and archiving software across multiple enterprise SaaS platforms. He focuses on building high-performing teams with a commitment to improving individual and team quota attainment, coaching team members for professional growth, and career advancement. 

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Not unlike Frodo stumbling upon the One Ring or Tim Allen becoming the big man in The Santa Clause, sometimes you don't choose to become a Salesforce administrator — sometimes, it chooses you. SVP Technical Product Owner of Salesforce and Document Management Solutions at Associated Bank, Candice Ollila calls in from Green Bay to share advice for new admins, discuss the challenge of "tech debt," and guiding end users toward adoption.

Candice Ollila is the SVP Technical Product Owner of Salesforce and Document Management Solutions at Associated Bank. She leads a team focused on developing scalable solutions that enable product teams to effectively build reliable products on the platform, providing optimized business processes that aid business lines in meeting their strategic goals.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

The Beatles or Elvis? Tea or coffee? Salesforce core or Marketing Cloud? Allie Vaughan, Senior Solution Architect at Kelley Austin, joins us to talk about the advantages of familiarizing yourself with both products, even if it's only possible to really master one of them. She talks all things FlowFest, the different approaches industry admins and consultants take to problem solving, '22 DreamForce, and the benefits of building community beyond LinkedIn.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

This week, we've brewed some herbal tea and cleared our schedules to read aloud all 595 pages of the Salesforce Spring ’23 Release. Sike! We're absolutely not doing that—instead, we're joined by Silverline’s Gina Rotenberg, Salesforce Principal Consultant and Certified Application Architect, to break down the most significant changes and optional settings in less than half an hour. More personalized report filters, quick-access collections, what's replacing the soon-to-be 86'd permissions on profiles — we break down what you need to know.

Gina Rotenberg is a Principal Consultant at Silverline with 13 years of experience leading technology transformation in Financial Services. For the past seven years, she has designed and delivered solutions on the Salesforce platform, including Financial Services Cloud implementations. Gina formerly served as the VP, Strategic Initiatives at Firestone Financial, LLC, where she led multiple strategic transformation initiatives and served as the company’s Salesforce product owner and solution architect.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Right now, banks and financial institutions are working overtime to accomplish two things: justifying marketing ROI at the highest level, and forging stronger sales and marketing relationships. This week’s guest has experience doing both. Financial Services Product Marketing Director for Demandbase and avid traveler Tara Barkett Quehl calls in after reporting for jury duty to talk about the past and future of marketing automation and personalization both in fintech and the sales world at large.

Tara Barkett Quehl is the Financial Services Product Marketing Director at Demandbase, responsible for standing up the Financial Services vertical's marketing strategy, messaging, and content, including blogs, podcasts, and sales collateral. She participates in the sales cycle by lending Financial Services expertise and strategy in Financial Services-specific sales opportunities and helps advance customer success through workshopping. She is also the co-host of Demandbase's Sunny Side Up podcast.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

New to the Salesforce ecosystem? Head straight to PwC senior Salesforce consultant Frank Gillen's Cloud Qualified YouTube channel for informative, easily digestible 5-7 minute tutorials covering topics from Basics to Field Service Lightning to exam guides. On this week's episode, Frank and the hosts discuss expectations for Salesforce Genie, the endless relevance of CRM know-how, and which Philly destination has the most sought-after cheesesteak.

Frank Gillen is a Salesforce Business Analyst at Myonex who is passionate about Salesforce and enjoys implementing new solutions to meet business needs as well as improving existing solutions. He has 12 Salesforce certifications and thrives in an environment where critical thinking, problem solving, and troubleshooting skills can be utilized.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Hard as it is to believe sometimes, there is life beyond the Salesforce ecosystem, and we're talking about it this week! To celebrate our last episode of 2022, we're taking a step back and looking at the bigger picture with super special guest Eric Wood, Buffalo Bills Radio Network color commentator, podcaster, and author of Tackle What's Next. Eric gets frank about the mindset it took to re-envision and reshape his goals after sustaining a football career-ending neck injury in 2017, shares advice for professionals venturing into uncharted territory,and of course — talks Bills vs. Bengals ahead of next week's game in Cincinnati. And importantly: Would Wild Mike's or Chandler's chicken wings hold up to the Buffalo, NY standard of crispy, zingy excellence?

Eric Wood is a former NFL center for the Buffalo Bills where he was an immediate starter, two-time Walter Payton Man of the Year nominee, and a pro bowler. Eric played his entire 9-season NFL career for the Bills before an unexpected spinal injury ultimately ended his on-field career in 2018. In his post-playing career, Eric has stayed involved in football as a commentator for the Buffalo Bills Radio Network, become a sports columnist and analyst, written a book, Tackle What’s Next, and started a weekly podcast. On the show, Eric conducts interviews with people who offer advice on how to lead a more effective and impactful life.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Will 2023 be the year Elliott adds a Pardot certification to his credentials? Maybe! In the meantime, Jacob Hayes, Marketing Cloud Personalization Practice Manager at Silverline, drops by the show to discuss how zoning in on a specialization bettered his career. He shares how the Salesforce personalization platform creates a single, comprehensive view of prospects and customers by combining in-depth behavioral analytics, first-party data, and machine learning to deliver one-to-one engagement across channels. And listen to the end to hear which member of the Cats movie cast Jacob once played a game of pickup basketball with. (Hint: it's not Judi Dench!)

Jacob Hayes is a Marketing Cloud Personalization Practice Manager at Silverline with over eight years of solution consulting and technical experience within Salesforce Marketing Cloud, Personalization (previously Interaction Studio), Customer Data Platform, Sales Cloud, and Service Cloud. Prior to joining Silverline, Jacob was a Solution Architect for Salesforce Professional Services, where he led consultative cross-cloud engagements with complex enterprise customers.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Change management isn’t Field of Dreams, points out Senior Director of Banking Industry Solutions at Salesforce Greg Blausey. Just because you build it doesn’t mean they’ll come—sustained training and engagement is just as important to a platform’s success as building it out. This week, Elliott and JP join fellow Ohioan Greg to discuss why strong listening skills are a requisite up and down the banking sector corporate ladder, the best resources to stay up to date with regulatory and financial services news, and the best advice for project managers taking on a new CRM initiative.

Greg Blausey is the Senior Director, Banking Industry Solutions & Strategy at Salesforce. A 20-year financial services professional who previously worked for Huntington National Bank, Greg has a passion for helping clients create memorable moments and lasting relationships with their customers. He is an advocate for continuous improvement and positive change focused on the end customers’ satisfaction.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.