https://crmstrategy.com/ 2026-10-16 https://crmstrategy.com/problems 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-01.jpg Three teams, one customer Wasted marketing spend, leads sales won't call, quotes nobody chases, customers who drift and a CRM nobody trusts. Answers and one minute videos. https://media.dougrmtaylor.co.uk/advisory/advisory-01.mp4 67 https://crmstrategy.com/problems/marketing-spend 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-02.jpg Spend you can't defend Because every platform reports its own version of the sale, and none of them match what sales and finance see. The spend is planned in one place, the customer is recorded in another and the sale lands in a third. Until someone joins the three, nobody can say what the budget returned. https://media.dougrmtaylor.co.uk/advisory/advisory-02.mp4 65 https://crmstrategy.com/problems/marketing-attribution 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-05.jpg Know what's actually working Another report or dashboard won't tell you. The ad platform and the email tool both claim the same sale, and the order itself never makes it back to either. Tracing every sale back through its journey, and sending the real result back to every system that learns from it, is what lets marketing show what each pound returned. https://media.dougrmtaylor.co.uk/advisory/advisory-05.mp4 64 https://crmstrategy.com/problems/customer-messaging 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-07.jpg The right message, to the right customer, at the right time Because each message comes from a different tool that knows nothing about the others, and consent given in one system often isn't applied in the rest. The fix is deciding which moments matter, which channel carries each one, and making every channel work from the same customer and the same permissions. https://media.dougrmtaylor.co.uk/advisory/advisory-07.mp4 65 https://crmstrategy.com/problems/marketing-and-sales-alignment 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-03.jpg Marketing and sales blame each other Because every handover between the two teams loses something, and nobody is responsible for the handovers. Leads arrive with half their story missing, quotes wait for someone to remember them, and the reason a deal was lost never gets back to marketing. One agreed route from first enquiry to signed order, with one set of definitions and numbers, ends the argument. https://media.dougrmtaylor.co.uk/advisory/advisory-03.mp4 68 https://crmstrategy.com/problems/lead-quality 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-06.jpg Leads that turn into customers Because forms, event scans and bought lists let half-complete leads straight into the CRM. Sales gives up calling them, and the ad platform is told those were the good ones. Agreeing together what a lead worth calling looks like, checking it as it lands, and telling marketing what happened to every lead fixes both sides. https://media.dougrmtaylor.co.uk/advisory/advisory-06.mp4 66 https://crmstrategy.com/problems/quote-follow-up-and-forecasting 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-09.jpg Enquiry to order, and a forecast you can stand behind Because the quote lives in a folder, the conversation lives in an inbox, and the win only shows up when the order lands, so the forecast becomes last year plus a bit. Following up every quote on a set date, recording a reason for every win and loss, and building the forecast from live deals gives the board a number you can stand behind. https://media.dougrmtaylor.co.uk/advisory/advisory-09.mp4 56 https://crmstrategy.com/problems/customer-retention 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-04.jpg The customers you already have Because the warning signs are split across teams. Marketing sees the clicks stop, sales sees the orders shrink, service takes the complaint and finance sees the late payment, but nobody puts them together. Keeping and growing customers starts with those signs landing in one place, with someone responsible for acting on them. https://media.dougrmtaylor.co.uk/advisory/advisory-04.mp4 58 https://crmstrategy.com/problems/spotting-lapsing-customers 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-08.jpg Customers who buy again and stay Because the order history sits in the finance system and the relationship sits with the account manager, so nobody sees the whole customer. Joining the orders to the relationship gives you one view of what each customer buys, how often and what's changed, so a slipping customer is spotted in weeks, not months. https://media.dougrmtaylor.co.uk/advisory/advisory-08.mp4 64 https://crmstrategy.com/problems/crm-adoption 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-10.jpg One customer record everyone trusts and uses Because nobody trusts what's in it. The same customer appears three times, the details are wrong, and the real notes sit in personal spreadsheets. The fix starts at the source: decide which system holds the true version of each detail, stop bad data at the door, and make the CRM worth opening for the people who use it. https://media.dougrmtaylor.co.uk/advisory/advisory-10.mp4 67 https://crmstrategy.com/problems/where-bad-data-gets-in 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-11.jpg Where does the bad data get in? It rarely starts in the CRM. It comes in at the edges, wherever a form, a list or a spreadsheet lets it through, and then travels into every system it touches. The fix is mapping every way data enters the business, deciding what each entry point must check, and fixing the source instead of cleaning up after it. https://media.dougrmtaylor.co.uk/advisory/advisory-11.mp4 82 https://crmstrategy.com/problems/customer-ownership 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-12.jpg Who should own it? Each outcome needs one named owner in the business, with a clear number to move and backing from the top. Today every team owns its own piece, so every fix stops at the edge of a department and the handovers belong to nobody. The owner doesn't do all the work. They make sure the right work gets done, week after week, until the number moves. https://media.dougrmtaylor.co.uk/advisory/advisory-12.mp4 68 https://crmstrategy.com/problems/proving-data-improvements 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-13.jpg How would we know it's fixed? You measure them. Most projects end with everyone feeling things are better and nobody able to prove it, because nobody wrote down where things stood at the start. Set one number for each outcome, measure it before anything changes, and check it every month. https://media.dougrmtaylor.co.uk/advisory/advisory-13.mp4 61 https://crmstrategy.com/problems/where-to-start 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-14.jpg Start with the one that matters most Start with the problem that costs the most. Trying to fix everything at once usually fixes nothing, because the team gets pulled in every direction and every project stalls halfway. Give the biggest problem one owner and one number, and once that number moves, every problem after it gets easier. https://media.dougrmtaylor.co.uk/advisory/advisory-14.mp4 65 https://crmstrategy.com/problems/connected-problems 2026-10-16 https://media.dougrmtaylor.co.uk/advisory/advisory-15.jpg Some problems feed each other Then fixing them one at a time just shifts the problem to somewhere else. Poor leads make a weak pipeline, a weak pipeline makes the forecast a guess, and a missed forecast brings demands for more leads of any quality. Connected problems need treating as one, with their owners working to shared numbers. https://media.dougrmtaylor.co.uk/advisory/advisory-15.mp4 63 https://crmstrategy.com/pricing 2026-10-16 https://crmstrategy.com/research 2026-10-16 https://crmstrategy.com/about 2026-10-16 https://crmstrategy.com/revenue-leak-check 2026-10-16 https://crmstrategy.com/handover-map 2026-10-16 https://crmstrategy.com/privacy 2026-10-16 https://crmstrategy.com/terms 2026-10-16