Marvella, CRM system rollout

The brief

Marvella was losing clients it should have kept, not because of the work but because nothing joined up the relationship after the first sale. There was no system holding the follow-up together.

What I did

I led the rollout of a new CRM that gave every client relationship a clear owner and a clear next step, and worked on the telemetry and digital verification systems around it so the data feeding the CRM was actually trustworthy.

The outcome

Client retention rose by around 25 percent, on a system the team actually used rather than worked around.