In This Episode

CRM administration, the high demand for businesses analysis skills, what it takes to become a skilled business analyst, creating a basis for process improvement, the soft skills needed for eliciting business process flows, the limitations of traditional diagram tools, how to distill complex processes down to an easier to absorb hierarchical model, making the technology available to the Fortune “5 Million”, simplified notations, the handoff between activities, activity boxes that start with verbs, resources as an alternative to swim lanes, attaching items to an activity box, making a process map universally understandable, using in a live workshop, how to run workshops, Ian’s “business analysis improv” approach when he presents, displaying process diagrams within Salesforce objects, self maintaining user training material, why process mapping can be used in almost any industry and across all departments, the coming GDPR compliance requirements & how can help, where to find Ian and his team at Dreamforce, the “free forever” model.
Published on: October 17, 2017 Posted in: , ,

About the Hosts

Sam Biardo

Sam founded Technology Advisors in 1991 to help businesses improve sales, marketing and customer service performance. Representing some of the top CRM products in the world, Technology Advisors has since grown to include the full range of CRM services--business advisory, implementation, customization, training and support. Sam’s 35 years of experience in both the business and technical sides of Customer Relationship Management make him a proven expert in this field. Sam the co-author of “Getting Started with SugarCRM”. He is on the partner advisory board of a half-dozen CRM companies. 

Steve Chipman

Steve has been working with CRM technologies since 1999. He and the team at his previous company helped hundreds of companies across a wide range of industries find success with a number of CRM applications, including SalesLogix, Microsoft Dynamics CRM, Sage CRM, and Salesforce. In 2013, Steve shifted his focus, co-founding a vendor neutral consulting practice called CRM Switch. CRM Switch helps companies become more successful with sales, marketing, and customer service technologies, no matter which vendor they ultimately select. Steve is the primary author of the blog at, which was rated a “Top 20 CRM Blog for 2015” by CRM Buyer.