Transcending CRM Podcast

There’s no shortage of a-ha moments in this week’s conversation with Trailblazer, podcaster, and award-winning entrepreneur Heather Black, founder and CEO of Supermums. Heather shares how she discovered that designing systems is a science upon itself through her and her team’s work of training over 200 parents a year in Salesforce administration, consultancy, and Marketing Cloud capabilities. Elliott and JP discuss the importance of setting the right expectations for end users, and the gang compare thoughts on getting the feel for an organization's culture and how that impacts their approaches to transformation.

Heather Black is the founder and CEO of Supermums. After becoming an accidental Salesforce admin for her non-profit and upskilling as a Salesforce Consultant to help other non-profits implement a CRM, she realized her career path could work for other mothers and launched Supermums to bring more women into the sector. As a consultant, she has overseen over 700 Salesforce projects.

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.

Can a career in the United States Air Force prepare someone for a life in Salesforce? More than you might think! Senior Data Analysis Manager at Capital One and certified alligator wrestler (no joke) Tony Stegeman join JP and Elliott to chat all things Dreamsforce. Beyond the helpful breakout sessions and keynotes, Tony points out how beneficial it is go in with lesser-explored questions and an eagerness to collaborate and share notes with attendees from similar organizations. Today's episode focuses on advice for Salesforce newcomers, questions about CRM analytics, and the assets that make up the most useful pipeline reports.

Tony Stegeman is an experienced Data Analysis Manager with a demonstrated history of working in the financial services industry. He is skilled in negotiation, sales, real property, new home sales, and short sales. He has a Bachelor's degree focused in Computer Engineering from the U.S. Air Force Academy.

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.

Chief Digital Officer at Amerant Bank and salsa dancer-extraordinaire Mark Jaundoo chats with friends and old Silverline colleagues JP and Elliott about adoption, internal and external buy-in, and lessons he’s learned building out tools and processes throughout his banking career. As a strategy intern 10 years ago, Jaundoo went from manually entering reams of data in Excel to using Sales Cloud to architect a simplified version of Financial Services Cloud well before it was introduced by Salesforce — a system quickly adopted by the entire organization. In this episode, Mark discusses how FSC’s external asset functionality drives growth and passes along recommendations for his favorite sources to stay up-to-date with CRM insights.

Mark Jaundoo is Chief Digital Officer at Amerant Bank, leading the bank’s digital strategies and operations. In this role, he and his team are responsible for cultivating an innovative banking environment that drives increased customer and employee satisfaction levels through digital adoption and strategic utilization of data for decision-making insights across the organization. Mark previously worked in financial services consulting at Silverline.

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.

Former guest Elliott Spence joins JP as cohost to kick off the new season of the Transcending CRM! The pair reminisces about the role that Salesforce has played throughout their careers. They share advice on working through objections when conducting Salesforce training and scenarios where they’ve leveraged Salesforce to solve complex problems in a short amount of time. JP and Elliott each reveal their favorite Salesforce tools for restoring backups, creating forms, managing data, and automating marketing journeys.

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.

Silverline’s Angie Lingk discusses how to maximize the impact of the sales organization for customers, partners, and internal constituents through alignment of sales strategy with the broader organization and the design and implementation of the processes, people, and tools required to support it.

Angie and JP dive into the changing dialogue around data usage, why we’ve only scratched the surface with Salesforce analytics, and ways to enforce Salesforce adoption by building credibility and showing what is possible.

Angie Lingk, Senior Vice President and GM, Media and Entertainment, Silverline, is responsible for driving strategy and revenue growth across Silverline’s Media and Entertainment while also ensuring solutions for our clients are value led and results focused. Angie has spent the last two decades working with clients to develop their long-term digital transformation across a variety of industries. She is passionate about identifying new ways to leverage Salesforce and related technologies to drive growth and measure ROI. Angie previously served as Silverline’s SVP, Revenue Operations.

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.

JP chats with Evan Eichert about his career path from a bank branch manager to a Solution Architect at Stitch Consulting.

Evan and JP met when Evan was an end user for one of JP’s first major Salesforce initiatives. Evan quickly progressed into a management position leading a centralized sales team powered by Salesforce, to a Salesforce Admin, and eventually a Salesforce Solution Architect.

Evan shares the importance of having good leadership to set you up for Salesforce success, his favorite part of his role and finding solutions to pain points, and why organizations should put people first, then processes, and then technology.

Evan Eichert is an accomplished and team-focused Salesforce Solution Architect with a consultative approach to the discovery, design, and development of customized solutions. He is proficient in translating complex business cases into easy-to-understand workflows and diagrams that clearly communicate how a solution would benefit stakeholders.

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.

Danielle Laffey’s career has evolved with Salesforce, from the early days of when CRM was an unknown term to how she now uses Salesforce as a marketing and insurance expert. She is a 2020 Marketing Champion and a Salesforce MVP.

Danielle shares how marketing has shifted to the entire customer journey, the pros and cons of Salesforce Marketing Cloud and Pardot, her favorite features of Salesforce Financial Services Cloud and Marketing Automation, and how to expand your skills and keep them sharp. Danielle also talks about her passion for insurance agency onboarding and why it’s not as boring as it may sound.

Danielle Laffey, Senior Director, Insurance, Silverline, has more than 15 years of experience designing and implementing Salesforce solutions. Danielle is responsible for enabling the Insurance Financial Services and Salesforce Industries (formerly Vlocity) vertical delivery teams by ensuring best practices are followed. She lends her expertise and experience in insurance technology to share creative solutions and training.

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.

In our first episode, JP Owens and Elliott Spence discuss how their Salesforce journey began when they worked together at First Financial Bank. Elliot breaks down the business process items that were implemented in First Financial’s Salesforce solution, including Next Best Action to give the right customer the right offers at the right time and implementing live chat with Salesforce Knowledge on the First Financial website. Elliott and JP share stories about their experience growing and training a team, implementing Salesforce as an enterprise engagement system, and growing a knowledge base on Trailhead. Elliott also got JP into drinking bourbons, so stay to the end to hear his bourbon recommendations.

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.

Trailer for our first episode featuring Elliott Spence, Senior Digital Product Manager at First Financial Bank. Elliott and I will share stories about where our Salesforce journey began, how he grew to collect 10 certifications in only his first few years using the platform, and how he is innovating today as he grows a strong team of admins. 

Join us for episode 1!