Beyond the Tool: Realigning CRM with Human Expectations
Presentation by JC Quintana
What you call "CRM" is in danger of collapsing, and it's not the technology's fault. It is the tendency to focus on technology tools rather than strategic conversations as the solution to business challenges. This transactional mindset secretly undermines the strategic conversations necessary to meet the expectations of the people technology is supposed to help.
To shift this dynamic, you must tap into the hidden power of expectation-focused conversations. When harnessed correctly, this new mindset will help you discover how technology, like CRM, can make achieving business objectives more successful, effective, and enjoyable. These are the expectations that, when met, increase technology adoption and help you achieve your acquisition, retention, enrichment, and advocacy goals.
By the end of your time with JC, you will learn how to:
-
Engage CRM users and delivery teams in expectation conversations that get to the heart of business needs.
-
Collaborate with higher engagement and value co-creation throughout the planning and deployment of CRM technology.
-
Design the conversations that help increase user adoption and a human-centered design mentality across your organization.
Learning objectives:
-
Uncover the 3 myths you've been sold about CRM user adoption.
-
Discover the 10 expectations essential to aligning customer relationship management strategy with technology innovation.
-
Learn the number 1 reason CRM conversations lead to misunderstanding and what to do about it.
JCQuintana Books | Public Speaker and Author
Audiences
CRM Owners, Admins, and Delivery Teams
If you're responsible for implementing, managing, or improving a CRM system, this session will help you go beyond features and functionality. You'll learn how to engage users in meaningful conversations that surface real needs, drive adoption, and align CRM capabilities with strategic business goals.
Change Agents, Strategists, and Consultants
If your role involves digital transformation, process improvement, or human-centered design, this session offers a new lens on CRM success. You'll discover how expectation alignment—not more customization—is the key to co-creating value and accelerating adoption across your organization.
Empowering Global Organizations
30
Years of Experience
200
Keynotes
25
Countries
15
Industries
ABOUT
JC Quintana
Fifteen years ago, I made a startling discovery: more often than not, customers, employees, and partners leave companies because their expectations were never properly discussed. This issue also causes products and services to fall short of business objectives, especially in the tech sector.
This realization hit home for me as I reflected on my own experiences as an entrepreneur and executive leader at companies like SAGE, Hewlett-Packard, ADP, and DXC. I've seen firsthand the devastating impact of misaligned expectations—losing valuable clients and talented team members because we didn't have a meaningful way to discuss mutual benefits, costs, and outcomes.
Today, I'm passionate about helping businesses avoid this pitfall. I believe that by harnessing the power of expectations psychology, we can create better opportunities for stakeholders to discuss and realize value. No matter the industry or audience, misaligned expectations are the top reason business relationships fail—and relationships are the bedrock of sustainable revenue and productivity.
