Product Thinking
The Five Questions Every Organisation Should Ask Before Building with AI
Modernize IDEO’s 3-lens framework for AI: Add Strategic Fit and Ethics to move from "can we build it" to "should we" and "can we win."
Product Thinking
Explore product strategy, user needs, design thinking, and value-led delivery. Includes practical insights to support teams shifting from project-based delivery to a product-focused mindset.
Product Thinking
Blog Series: Modern CRM Transformation - Building a CRM Platform That Lasts
This summary post introduces a practical, experience-led series on delivering sustainable CRM transformation. Covering team design, product thinking, measurement, leadership, and more. It’s a guide for doing the hard things well and building a platform that lasts.
Product Thinking
Modern CRM Transformation - Beyond Delivery: The Critical Ingredients That Make or Break CRM Transformations
CRM success isn’t just about delivery. This bonus post explores the often-overlooked areas, from security to vendor management, that hold everything together.
Product Thinking
Modern CRM Transformation - Part 12: How to Succeed When Phased CRM Delivery Isn’t Possible
Sometimes Big Bang is unavoidable. We explain how we prepared, supported users, and adapted delivery to land CRM successfully in one coordinated go-live.
Product Thinking
Modern CRM Transformation - Part 11: The Assumptions Behind CRM Transformation Success
Every transformation sits on assumptions. This post makes those assumptions visible and explains what to do when they start to wobble.
Product Thinking
Modern CRM Transformation - Part 10: The First 90 Days After Go-Live
Why the first 90 days post-launch are critical. We share our transition plan for moving from programme to product delivery without losing momentum.
Product Thinking
Modern CRM Transformation - Part 9: Structuring Teams for CRM Transformation Success
How we structured our CRM delivery teams around outcomes and missions, with the right blend of skills, autonomy, and support.
Product Thinking
Modern CRM Transformation - Part 8: Leading a CRM Transformation with Heart and Adaptability
A personal reflection on what it takes to lead big transformation work. Not just process and planning but empathy, heart, and resilience.
Product Thinking
Modern CRM Transformation - Part 7: Building a Sustainable CRM Product Organisation
Go-live isn’t the end, it’s the beginning. Here’s how we kept energy, ownership, and delivery momentum after launch by forming product teams.
Product Thinking
Modern CRM Transformation - Part 6: Keeping CRM Transformations on Track Over Two Years
Leading a two-year transformation means facing uncertainty. This post shares the mindset and tactics that helped us keep people focused and steady.
Product Thinking
Modern CRM Transformation - Part 5: How to Track CRM Transformation Health
You can’t improve what you don’t measure. We share the core metrics we used to track transformation health and spot where things were slipping.
Product Thinking
Modern CRM Transformation - Part 4: How to Keep CRM Delivery Flowing Across Teams
Dependencies don't have to be blockers. We explore how to keep delivery flowing when multiple teams and systems need to work in sync.