Artificial intelligence can remove enormous amounts of administrative friction from a telehealth service. It can organise an intake, summarise approved information, route an exception, prepare a clinician’s work queue and help a...

Last month I opened a client's HubSpot and found 400 custom properties. I asked the sales team which ones they used.

The 5 Reflections: What Your Messy CRM Is Actually Telling You

Every CRM I've audited tells a story. Not about the software — about the business. Here are the five most common reflections I see, and what they really mean.

Workflow 1: Data Quality Enforcement at Point of Entry

This is the least exciting workflow on the list. It's also the most important.

The Problem: Sales reps create...

The Dashboard Obsession Is Killing Your Business

Somewhere along the way, the business world decided that dashboards equal data maturity. Want to look sophisticated? Build a dashboard. Want to impress the board? Show them a...

At 9am this morning, before I'd finished my coffee, Kit had already checked my inbox, flagged 2 urgent emails, posted the team's calendar to our group chat, and reminded everyone about a 10am client call.

A client's sales reps needed 47 clicks to create a deal in HubSpot.

Forty-seven.

Someone had built a "comprehensive" deal creation process with 23 required fields, 4 dependent dropdowns, a mandatory notes section, and a "data...

Let me put the 3.5-day response time in context.

Industry research consistently shows that leads contacted within 5 minutes are 21 times more likely to convert than leads contacted after 30 minutes. After an hour, the probability...