User Adoption


UAD04 - Start-to-Now: Examining an Ever-Evolving CRM Program

Wednesday, October 11
11:30 AM - 12:30 PM
Location: Hermitage B

Format: Member Showcase
Level: Basic

Rome wasn’t built in a day, and neither was Moss Adams LLP CRM program. Let’s get into the details and lessons learned from a real-world CRM program (spanning 7+ years) at one of the largest accounting firms in the US. During this session, we’ll examine ah-ha moments realized throughout the years, and get a comprehensive understanding of the shift from data-driven CRM to process-driven CRM. 

Learning Objectives:

Mike Synder


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Jamie Flores

CRM & Research Dept. Senior Manager
Moss Adams LLP

Jamie Flores is the Senior Manager of Moss Adams' CRM & Research Department, where he leads a team of three professionals in maintaining and administering the firm's CRM program, called "Frontrunner" and all of its related research and reporting functions. Jamie has been with Moss Adams' national sales and marketing team for 14 years, with the past seven years focused exclusively on CRM, where he has been deeply involved since the firm's original implementation in 2010 (with Dynamics Version 4.0). His team has built the program from an original base of 500+ users and 140,000 system records to over 1,500 users and 330,000 system records today.


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Start-to-Now: Examining an Ever-Evolving CRM Program

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