The 10 Most Influential People in CRM to Follow

Vol: 10 ISSUE: 16 2023

The 10 Most

Influential

People in

Pg. No: 16 The Primary Fundamentals

to Follow

Building Stronger B2B Rela onships with CRM

Pg. No: 22 A Powerful Integra on CRM and Marke ng Automa on

Bruce Magown CEO Integra on Technologies, Inc. (dba) InterWeave SMARTSolu ons

Turning

Bruce Software Puzzles into

Seamless Solu ons

Magown's

Integration Odyssey

Customer Satisfaction

is Worthless

Customer Loyalty

is Priceless

Fostering Perpetual Relationships in Businesses

T

he world is increasingly becoming interconnected and fast-paced; customer relationship management (CRM) has emerged as a cornerstone for businesses striving to create lasting and meaningful connections with their clients. In this dynamic landscape, identifying the leading voices and visionaries who shape the CRM industry is crucial.

We delved into their achievements, the innovations they've introduced, and the knowledge they've shared through various channels – be it through thoughtprovoking articles, impactful speaking engagements, or their hands-on involvement in shaping CRM technologies.

This edition of Insights Success is a testament to the remarkable individuals who have left an indelible mark on the CRM sphere. Their insights, innovations and unwavering commitment to enhancing customer experiences have not only transformed businesses but have also significantly influenced the way we view and approach CRM.

As we explore the stories and insights of these influential figures, we hope you gain inspiration, ideas, and the wisdom to navigate the ever-changing CRM arena. Whether you're a seasoned CRM professional or just starting to dip your toes into the world of customer relationship management, the knowledge you'll gather from this exclusive feature will undoubtedly be invaluable.

From technology pioneers and thought leaders to customer-centric strategists and influencers, the list we've curated represents a diverse range of expertise within CRM. Our honourees are trailblazers who have harnessed the power of CRM to drive organizational success and foster meaningful connections with customers. They have not only kept up with the rapidly evolving CRM landscape but have also set the pace for industry advancements.

In a world where customer relationships are more critical than ever, CRM experts are the driving force behind our quest for deeper connections and enhanced customer experiences. Join us in celebrating and learning from the 10 Most Influential People in CRM to Follow. Their vision, passion and dedication have the power to reshape the way we interact with our customers, and their stories are a source of inspiration for us all.

Our team of experts and industry insiders have dedicated extensive time and effort to compile this list, ensuring that the selected individuals have truly made a difference.

Flip through the pages and have a delightful read!

- Abhishek Joshi

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The Primary Fundamentals Building Stronger B2B Rela onships with CRM

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A Powerful Integra on CRM and Marke ng Automa on

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o8 Turning

Bruce Software Puzzles into

Seamless Solu ons

Magown's

Integration Odyssey

Editor-in-Chief Merry D'Souza Deputy Editor Abhishek Joshi

Executive Editor Muskan Kapoor

Assistant Editor Anish Miller

Visualizer

Art & Design Director

Associate Designer

David King

Revati Badkas

Ankita Pandharpure

Senior Sales Managers

Business Development Manager

Sihanee M., Rouniyar A.

Sawant N.

Marketing Manager

Sales Executives

John Matthew

Sherkar A., Page S.

Technical Head

Business Development Executives

Jacob Smile

David, Tim

Technical Specialist Prachi Mokashi

Digital Marketing Manager Dominique T.

SME-SMO Executive Sagar Lahigade

Research Analyst Frank Adams

Circulation Manager Robert Brown

Database Management Stella Andrew

Technology Consultant David Stokes

sales@insightssuccess.com October, 2023

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Featured Person

Company Name

Bruce Magown CEO

Integration Technologies, Inc. (dba) InterWeave SMARTSolutions interweave.biz

Chris Carter CEO

Approyo approyo.com

Christopher M. Carter founded Approyo to provide full SAP service technology with extensive capabilities in hosting and managing services, upgrades, and migration of its clients, running any AP-supported core functionality.

Christy Laurance Founder

Palnn plannthat.com

Christy us an award-winning Founder of Plann, a Social Media Management Suite helping millions of global brands find success online.

Hilary Matson Founder

Yugen Earthside yugenearthside.com

Hilary is an expert, tenacious and passionate about sustainability and travel - so she decided to start a company dedicated to responsible tourism.

Jeb Scherb Founding Partner

Ameritus LLC askameritus.com

Jeb Scherb is the Founding Partner at Ameritus LLC.

Jonas Seyppel Founder

Muhlhaus Coffee utilityapi.com

Jonas Seyppel, the Founder of Muhlhaus Coffee, has 15 years of working experience in the corporate world.

Manoj Agarwal Founder

Agarwal Estate agarwalestates.com

The cornerstone of Agarwal Estates, Mr Manoj Agarwal, CoFounder and CEO, brings with him the extensive global experience to fully optimise it to suit the requirements.

Michael Dee Director

Stock Nostradamus stocknostradamus.com

Michael's career has been very global, with travel to over 110 countries and having completed transactions in over 50 different countries.

Montserrat Cazorla Head of Human Resources Mexico

CHG-MERIDIAN chg-meridian.com

Montserrat Cazorla has hands-on, people-oriented and datadriven Organizational and Talent Developer with +15 years of experience in different Human Resources fields, such as talent planning and attraction

Ray Potter Founder

OverDrive Ventures overdrive.vc

Ray has an exceptional record in building/running startups and bringing products to market profitably.

Brief As a leader, Bruce believes in exuding compassion, with the ability to listen to others.

Turning

Software

Puzzles into

Seamless Solu ons

Integration Odyssey

C O V E R S T

Bruce Magown CEO Integra on Technologies, Inc. (dba) InterWeave SMARTSolu ons

O R Y

The 10 Most Influen al People in CRM to Follow

I

ntegration Technologies, Inc. (dba) InterWeave SMARTSolutions, a company that has revolutionized the world of CRM integration stands out as a true pioneer, redefining the way businesses streamline their operations and enhance customer experiences.

In a world where businesses grapple with an array of software applications, each with its own unique complexities, InterWeave SMARTSolutions offer innovative and highly customizable SaaS solutions tailored to meet the distinctive needs of its clients.

bigger teams with varied backgrounds just to handle different software.

Introducing InterWeave–the SmartIntegration Platform built by Integration Technologies, that intelligently integrates CRM, Financial Applications, Payments and Multi-Cloud Solutions for entire organizations. Established in 2006 by Founder and CEO, Bruce F. Magown, InterWeave, provides a SaaS, IaaS Integration Service.

Zooming In on Integration

In the realm of CRM integration, where success hinges on adaptability and customization, Bruce Magown, CEO of Integration Technologies, and his team have taken a clientcentric approach that has redefined industry standards.

Bruce is on a journey through the world of InterWeave SMARTSolutions, where innovation, flexibility and creativity are the cornerstones of their success.

The company’s mission is to provide innovative and customized solutions that address the unique needs of its customers. What sets InterWeave apart is its unique approach to SaaS integration. The company offers a SaaS, hosted Solution that is based on configurable business process/workflow selection at the object level, providing each customers Integration Solutions specific to their needs.

Let’s delve into Bruce’s unique approach to CRM integration and his commitment to putting clients first!

A prime example of this approach is the Salesforce and Creatio integration with Sage Intacct. InterWeave replicates Sage Intacct transactional data at the object level in the CRM, then presents it in a configurable form with typically the sales administrator and controller in a Zoom meeting.

Unlocking CRM Potential Integration Technologies, Inc. (dba) InterWeave SMARTSolutions is a pioneering company in the field of CRM integration. They offer innovative and highly customizable SaaS solutions that address the unique needs of their customers.

With a focus on business process and workflow selection at the object level, InterWeave SMARTSolutions provides seamless integrations for systems like Salesforce, Creatio, QuickBooks, Sage and MS Dynamics. The company’s approach emphasizes meeting customer requirements and delivering exceptional service and support. By redefining its technology and rebranding its image, Integration Technologies has established a strong market presence and continues to prioritize customer needs and provide innovative solutions.

When enterprises need to fulfill a varied set of business requirements, disparate software applications must work together to produce a unified set of functionalities.

Organizations encounter many challenges when dealing with so many different applications. One of the most difficult yet common problems is that some of these applications are based on proprietary standards and others are built with open standards, resulting in enterprises hiring

In the meeting, the InterWeave team reviews the customer’s selections related to Accounts Receivable and Accounts Payable and then chooses from over 300 configurable options to tailor the integration to their specific business processes and workflows. This highly customized SaaS solution is completely customized to the customer’s requirements and may be updated at any time during the subscription year.

The Heart of InterWeave: Putting Clients First At InterWeave, customers are not just buying software—they are entering a relationship with a company dedicated to helping them enable and align their businesses with flexible, cost-effective and intuitive technology.

The company’s core values revolve around a client-focused approach, where customers are treated to the highest standards of service and support. InterWeave understands that its clients are the driving force behind its success and the entire team is committed to treating them with the utmost care and respect.

InterWeave personnel assist with every customer's configuration during their subscription year.

He also adds, “We have learned that if a company operates in a client-focused approach and ensures that all are treated to the highest possible standards of service and support, then the business will grow.”

Sculpting SaaS Solutions They utilize the 8-Step Document, the InterWeave Survey and the Solution Planner—SOLUTION DEFINITION The SmartIntegration Platform, which provides integration insight into what the customer is looking for. In the Zoom meetings, they review the Accounts Receivable/Accounts Payable selections the customer has made, then select from over 300 configurable options to conform to their specific business process and workflow. The solution is completely customized to the customer’s requirements and being a SaaS Solution, additions, updates, and new selections are available with their yearly subscription.

“

The company’s core values revolve around a client-focused approach, where customers are treated to the highest standards of service and support.

“

Bruce shares, “It’s these engagements, where we learn more about the customer and additionally provide training on new features, answer questions regarding advanced business processes and workflow and primarily—listen.”

“

InterWeave provides a unique mul -cloud strategy, where one cloud vendor integrates a host organiza on’s data, applica ons or infrastructure into a single environment.

“

From Ideas to Integration A picture is worth a thousand words. A small example of the over 300 configurable options when integrating the CRM with clients’ Financial Accounting System. This is how the customer defines their business process and workflow for their Integration.

Unifying Clouds InterWeave provides a unique multi-cloud strategy, where one cloud vendor integrates a host organization’s data, applications, or infrastructure into a single environment.

InterWeave takes this to the next level, by integrating multiple cloud computing platforms and presents them as a single unified architecture. InterWeave supports public, private and hybrid clouds, or a combination of these to meet specific workload requirements for our customers.

Bruce comments, “The way we do this is InterWeave has been resident at Rackspace Managed Hosting for the past

seventeen years, without incident. We are additionally cohosted at Trapp Technologies and engaged AWS for worldwide server provisioning.”

Strategic Synergy “When clients create integrated solutions that are specific to their business processes, workflow and customer experience, real-time information flow, tighter employee collaboration—improved strategic decision-making capabilities are achieved,” says Bruce Magown.

Unlike traditional enterprise software alternatives, InterWeave’s SMARTSolutions require no hardware, software or IT support. They can be deployed in days, and they have the right model for each customer. More importantly, the solutions can be accessed on-demand or deployed on-premises in a company’s data center or hosting provider to meet a wide range of customer needs.

InterWeave integrates its InterWeave Payment Cloud with the InterWeave Customer Portal allowing clients to provide end-customers with the flexibility they need to view their invoices online, update payment methods and make payments while keeping everything organized and automated.

InterWeave works with the client’s CRM vendor and Merchant Services Provider to remove the security concerns for storing sensitive information. Further, the company supports over 48 Merchant Service Providers’ payment methods, including credit card, invoicing and ACH/EFT transactions.

From QuickBooks to Salesforce Here’s what Jayne Gyorgy, CEO of DeepVac, Inc., one of InterWeave’s clients, had to say about the company’s services. “I have been working with computers since 1985.

As a small business owner for the past 25 years, it was only in 1998 that I started to work with QuickBooks. With a few hitches in between, I took my company to the cloud with Salesforce in 2006 and integrated Salesforce with QuickBooks through InterWeave in 2007 and have never looked back.”

She further mentions, “InterWeave has made it possible for smooth integration of my CRM / Scheduling program (Salesforce) and my Financial Management program (QuickBooks). They listened to what I was attempting to accomplish, customized their program to fit my needs and

Tuning into Customer Wisdom InterWeave’s approach involves collaborating with the best CRM partners to deliver configurable integration Solutions based on best business practices and workflows. However, the true essence of success lies in listening to customers, as they possess invaluable insights and aspirations that can fuel innovation and drive businesses forward.

Magown shares, “Once this is accomplished, the real work begins, which is listening to your customers. They know exactly what they want and will motivate you to provide it.”

Resonate with Success When asked for advice for aspiring business leaders looking to make a significant impact in their respective industries, Magown emphasizes the importance of listening and innovation. InterWeave’s approach involves collaborating with the best CRM partners to deliver configurable integration Solutions based on best business practices and workflows. However, the true essence of success lies in listening to customers, as they possess invaluable insights and aspirations that can fuel innovation and drive businesses forward.

Flexibility Fuels Creativity InterWeave fosters a culture of innovation and creativity by providing its people with the flexibility and option to work remotely or onsite. By sourcing its workforce globally, the company embraces diverse perspectives and passions.

Magown shares, “Regarding flexibility, if you do what you like, then it’s not work.”

InterWeave recognizes that passion is the driving force behind its employees and this shared drive contributes to its overall success. The company values individuals who have innovation and creativity embedded in their DNA, attracting like-minded professionals who thrive in an environment that encourages exploration and originality.

“

At InterWeave SMARTSolu ons, customers are not just buying so ware—they are entering a rela onship with a company dedicated to helping them enable and align their businesses with flexible, cost-effec ve and intui ve technology.

“

have provided the best customer service since day one that I have encountered in my 31 years of experience with technical support of any kind.”

Building Stronger

B2B

Relationships with

CRM

I

n today's highly competitive business landscape, establishing and maintaining strong relationships with your B2B (businessto-business) partners is crucial. These relationships are the foundation upon which successful collaborations and long-term partnerships are built. Customer Relationship Management (CRM) systems have emerged as powerful tools to enhance B2B relationships. In this article, we will explore how companies can leverage CRM to build stronger and more enduring relationships with their B2B partners.

Understanding the B2B Relationship Landscape Before delving into the role of CRM in building stronger B2B relationships, it's essential to understand the dynamics of B2B partnerships. In the B2B realm, businesses are customers too, and their expectations for service, communication, and value are as high as those of end consumers. Companies must deliver on these expectations to establish trust and foster strong relationships.

Centralizing Partner Data CRM systems serve as centralized repositories for all information related to your B2B partners. This includes contact details, past interactions, purchase history, and any specific preferences or requirements they might have. Having this information at your fingertips allows your team to tailor their interactions, creating a more personalized and efficient experience.

Personalized Communications With CRM, businesses can segment their B2B partners into specific groups based on various criteria, such as industry, location, or purchase history. This segmentation enables highly targeted and personalized communication. For instance, you can send relevant

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Insider View The Primary Fundamentals

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industry updates, special offers, or product information that directly addresses the needs and interests of each B2B partner.

Streamlined Sales and Marketing Efforts A CRM system streamlines sales and marketing efforts by providing a clear view of your B2B partners' engagement and purchase patterns. This data allows your sales and marketing teams to collaborate more effectively, ensuring that every interaction with a B2B partner is aligned with their journey and requirements.

By providing consistent and relevant information at every touchpoint, you create a more cohesive and satisfying experience.

performance metrics, companies can make more accurate forecasts regarding their B2B partners' future needs. This proactive approach helps in planning and preparation, reducing the risk of supply chain interruptions and ensuring a smooth business relationship.

Consistent Communication Consistency in communication is vital for building trust and reliability in B2B relationships. CRM systems enable automated communication schedules, ensuring that your B2B partners receive regular updates, followups, and relevant information. Consistency in communication demonstrates a commitment to the relationship and encourages reciprocity.

Effective Sales Pipeline Management Efficient Issue Resolution Managing the B2B sales pipeline can be complex, involving multiple stakeholders, decision-makers, and an elongated buying cycle. CRM systems help businesses monitor and manage the entire sales process, from lead generation to deal closure. This level of transparency ensures that all parties are on the same page and that key actions are executed promptly.

Issues are an inevitable part of any business relationship. How these issues are handled can significantly impact the strength of the relationship.

CRM systems can help facilitate issue tracking and resolution by ensuring that all relevant information is readily available. This streamlines the resolution process and minimizes frustration for B2B partners.

Enhanced Customer Service Data Security and Compliance Outstanding customer service is a cornerstone of strong B2B relationships. CRM systems provide customer service teams with a comprehensive view of the partner's history and any ongoing issues. This facilitates quicker issue resolution, improving partner satisfaction. Additionally, automated service reminders and follow-ups ensure that no request or issue falls through the cracks.

Tracking and Analyzing Partner Interactions CRM software can track all interactions and touchpoints with your B2B partners. This data can be invaluable for assessing partner engagement, understanding preferences, and identifying potential areas for improvement. By analyzing these interactions, you can identify trends and adapt your approach to better meet your partners' needs.

Forecasting and Predictive Analytics CRM systems also offer the advantage of forecasting and predictive analytics. With historical data and

In the B2B world, data security and compliance are paramount. CRM systems often come with robust security features, ensuring that sensitive partner information is protected. Compliance features help businesses adhere to industry regulations and standards, giving partners peace of mind regarding data privacy.

In conclusion, CRM systems are indispensable tools for building and maintaining stronger B2B relationships.

They provide a centralized platform for managing partner data, personalized communication, streamlined sales and marketing efforts, effective sales pipeline management, and enhanced customer service.

Additionally, CRM systems enable tracking and analyzing partner interactions, forecasting and predictive analytics, consistent communication, efficient issue resolution, and collaboration among teams. With CRM, businesses can not only meet but exceed the expectations of their B2B partners, fostering trust, loyalty, and long-lasting relationships.

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T

rained in Accounting, Finance and Investment, Michael has spent his working life in the Finance Industry, specifically in wealth creation. Within the Finance Industry, Michael is regarded as being technically strong, with a broad knowledge base. His approach has always been to challenge the status quo, always looking for the competitive edge to improve results. Michael has long been aware of the effect of geopolitics on investment returns, recognizing that they are a subterranean force acting upon results.

He became interested in the use of geopolitics to predict what event would take place next and its effect upon the share market. In doing this Michael realised what an imprecise science it was.

When presented with the concept that predicting the timing of an event that will influence the share price is more important than what the event itself is, Michael Dee left QIC to demonstrate this. Having previously established a successful boutique Funds Management company, Michael and his team worked tirelessly on developing a method of predicting changes in volatility in the market, with the resultant change in prices. Working with Ian Rogers CoDirector, external to the industry and unconstrained by industry norms, led to an exploration of the stock market in an entirely different way and brought revolutionary insights.

There is a concept which says the world is more organised than people realise. Since the earliest times, the only way to work out issues is through mathematics. We believe that the stock market reflects a microcosm of human behaviour. The only way to de-humanise the market is through using maths.

for all investors. Reacting after the event simply doesn't work.

Stock Nostradamus does everything differently. It took years to get the mathematical algorithms to support these insights, but it has been done. All the complex work is electronically programmed 'behind the scenes.'

We spent years developing a method of predicting events with share price effects. We analyse the market through changes in volatility – predicting the fundamental events.

Turning the problem of being unable to act in advance of fundamental events on its head. We mathematically predict the events – and trade ahead of them. We deliver these recommendations to our free App called Stock Nostradamus which is ASIC approved. We are currently using 140 companies on the Australian Stock Exchange (but the logic and success applies to most equity markets).

In the past 7 years the Platinum recommendation returns have been an average of 15% at sale. The hold period is 46 months. There win rate is 99%+. All the complex work done by more than 100,000 lines of mathematical code. We are sure you will agree the outcomes are staggeringly good.

Stock Nostradamus is not trying to do the same thing as everyone else. We are proudly different and innovative - for independent thinkers who want to invest differently.

If you would like to know more, please reach out to michael@stocknostradamus.com and download the free "Stock Nostradamus" App.

The whole investment industry is based on reacting to fundamental information not being proactive.

Fundamental research returns began to decline as every investor and commentator analysed the same information, at the same time, after the same event. Everyone trying to do the same thing, on the same day, after the horse had already bolted! This issue is why fund managers struggle to perform better than the benchmark return. It's same problem October 2023 | 20 | www.insightssuccess.com

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CRM and Marketing Automation

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n the fast-paced world of business, customer relationships are of paramount importance. These relationships are nurtured and sustained through targeted marketing efforts, and in today's digital age, the synergy between Customer Relationship Management (CRM) and Marketing Automation has become a gamechanger.

In this article, we will explore the significance of combining CRM and Marketing Automation and how this integration can maximize efficiency and impact for businesses.

CRM and Marketing Automation: An Introduction Before delving into the synergy between CRM and Marketing Automation, it's essential to understand what each of these systems entails.

CRM (Customer Relationship Management): A CRM system is a software platform designed to manage and analyze customer interactions throughout the customer lifecycle. CRM focuses on building and maintaining customer relationships, with a particular emphasis on sales, service, and support functions. It typically contains customer data, sales opportunities, communication history, and account information.

Marketing Automation: Marketing Automation, on the other hand, is a technology that streamlines and automates marketing tasks and processes. These processes can include email marketing, lead nurturing, social media posting, and even tracking and analyzing campaign performance. Marketing Automation is all about delivering the right message to the right person at the right time.

The Synergy of CRM and Marketing Automation While CRM and Marketing Automation systems have distinct purposes, they share a common goal: enhancing the customer experience. When these two systems are integrated effectively, they can create a seamless and highly efficient marketing and sales ecosystem. Here's how they complement each other: Comprehensive Customer Data CRM systems are repositories of extensive customer data, including contact information, purchase history, communication history, and customer preferences. By integrating Marketing Automation with CRM, marketers have access to a treasure trove of data that can be used to craft highly targeted and personalized marketing

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A Powerful Integration

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campaigns. This results in more relevant and effective marketing efforts.

Lead Scoring and Segmentation Marketing Automation systems can score and segment leads based on their behavior and interactions with your marketing materials. By integrating CRM data into this process, businesses can further refine lead scoring and segmentation based on factors such as sales history and customer engagement. This ensures that sales and marketing teams are aligned in their pursuit of the most promising leads.

Personalized Marketing Campaigns With CRM data readily available, Marketing Automation can deliver highly personalized marketing campaigns. Tailoring content and offers to individual customer preferences and behaviors leads to higher engagement and conversion rates. Personalization helps build stronger customer relationships, as customers feel valued and understood.

direct impact of marketing efforts on sales outcomes.

This level of insight into the customer journey enables continuous refinement of marketing strategies for better results. It also enables sales teams to tailor their approach based on a lead's interaction history.

Better Customer Retention CRM is not just about acquiring new customers; it's also about maintaining and strengthening existing relationships. Marketing Automation can help nurture and retain existing customers by delivering tailored content, promotions, and follow-ups. This not only increases customer loyalty but can also lead to crossselling and upselling opportunities.

Streamlined Customer Service CRM data is not limited to sales and marketing but extends to customer service and support interactions.

By integrating CRM with Marketing Automation, businesses can ensure consistent and personalized communication across all customer touchpoints, enhancing the overall customer experience.

Automated Lead Nurturing Regulatory Compliance Once leads are captured, Marketing Automation can take over the lead nurturing process. By integrating CRM data, marketers can develop lead nurturing sequences that adapt to each lead's position in the sales funnel and their interactions with the company. This ensures that leads receive the right content at the right time, increasing the chances of conversion.

With the increasing focus on data privacy and regulatory compliance (e.g., GDPR, CCPA), integrating CRM and Marketing Automation can help ensure that customer data is handled in accordance with legal requirements. This safeguards the company's reputation and minimizes the risk of non-compliance penalties.

Sales and Marketing Alignment One of the most significant advantages of integrating CRM and Marketing Automation is the alignment of sales and marketing efforts. CRM provides sales teams with critical data on leads and customers, enabling more informed and efficient follow-ups. Marketing Automation, in turn, can nurture leads until they are sales-ready. This cooperation ensures a smoother transition from marketing-qualified leads (MQLs) to sales-qualified leads (SQLs), reducing friction in the sales process.

Closed-Loop Reporting Integrating CRM and Marketing Automation allows for closed-loop reporting, where marketers can see the

In conclusion, the synergy between CRM and Marketing Automation is a powerful force in today's business landscape. By integrating these systems, businesses can leverage comprehensive customer data, improve lead scoring and segmentation, deliver personalized marketing campaigns, automate lead nurturing, align sales and marketing efforts, achieve closed-loop reporting, enhance customer retention, streamline customer service, make data-driven decisions, and ensure scalability and efficiency. This integration is more than just a technological advancement; it's a strategic move that enables businesses to better understand, engage with, and serve their customers, ultimately driving growth and success.

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Yes, CRM is all about Customer Relationship Management…but it is also about Prospect Relationships as well.