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CRM Optimisation

T&H CX > CUSTOMER EXPERIENCE AGENCY > Enablement > CRM Optimisation

Unlock the full value of your CRM by improving design, processes and adoption

Optimise your CRM

The Foundation for Customer Insight

Your CRM should be more than a database. It should be the engine of customer engagement — powering acquisition, retention and loyalty.

But too often, CRM systems are under-used or misaligned with business needs. We help organisations optimise their CRM so it becomes a tool that teams embrace and leaders can trust for insight and growth.

Why It Matters

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Without CRM optimisation, organisations often face:

  • Poor adoption by sales, service or marketing teams

  • Inconsistent data entry leading to unreliable insights

  • Systems that don’t align with customer journeys or CX strategy

  • Disconnected tools and processes that fragment the view of the customer

  • Under-utilised investment in technology

A well-optimised CRM builds trust in data, enables collaboration and supports measurable growth.

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A trusted partner to Australia’s leading customer-obsessed brands

 

What We Deliver

CRM Health Checks

Review of system configuration, processes and usage.

Process Alignment

Redesign CRM workflows to match customer journeys and team needs.

Data Quality & Integration

Improve accuracy, governance and integration with other platforms.

Adoption & Training

Build confidence and capability so teams use CRM consistently and effectively.

Our Approach

1. Discover

Assess current CRM usage, adoption and alignment with CX.

2. Diagnose

Identify gaps in configuration, processes and data quality.

3. Design

Build a roadmap for optimisation, training and adoption.

Our Difference

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CRM projects often fail because they focus on technology, not people or process. We take a holistic approach.

We align CRM with your CX strategy, ensuring it supports the customer lifecycle and delivers commercial impact. With deep experience across platforms, we focus on making CRM work for your business — not the other way around.

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The Value You’ll Gain

  • A CRM that is aligned to customer journeys and CX strategy

  • Improved adoption across sales, service and marketing teams

  • Accurate, reliable customer data for decision-making

  • Integrated systems that give a single view of the customer

  • Confidence that your CRM investment is delivering measurable ROI

Types of Engagements

CRM Audits

Health checks of configuration, usage and data quality.

Defined Scope Projects

Optimisation programs to align CRM with CX and business needs.

Embedded

Ongoing support for CRM adoption, training and continuous improvement.

When to Choose This Service

  • CRM adoption is low across teams

  • Data quality or reporting is unreliable

  • Processes are manual, inconsistent or disconnected

  • CRM doesn’t support your customer journeys

  • Leadership lacks trust in CRM insights

FAQ’S

It’s the process of improving how your CRM is configured, adopted and integrated to deliver maximum business value.

Yes. We work across Salesforce, HubSpot, Dynamics, Zoho and others — tailoring optimisation to your system.

By redesigning processes, simplifying workflows and training teams to use CRM consistently.

Through metrics such as user adoption, data accuracy, lead conversion, retention and revenue growth.

Yes. If a platform isn’t fit-for-purpose, we support vendor selection and migration planning.

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Tortoise & Hare
Customer Experience Agency

27 - 29 Watt St, Newcastle,
NSW, 2300, Australia
+61 (02) 8667 5310

© 2025 Tortoise & Hare. Tortoise & Hare is a registered trademark and business name of Australian Marketing Initiatives Pty Ltd (ABN 60‍ 169‍ 071‍ 783‍)