Summary In this episode, Shaun Bourque interviews Michael Hudlow, a corporate innovation consultant, about CRM projects and the common pitfalls associated with them. Michael shares his background and motivation for writing a book on CRM failures. He emphasizes the importance of choosing the right CRM and aligning business processes with the technology. Michael also discusses the resistance to change and the need for leadership buy-in. He provides insights on dealing with blockers and saboteurs within an organization. The conversation concludes with a discussion on the legacy Michael wants to leave and his curiosity about ethics and governance in AI. Takeaways Choosing the right CRM is crucial for the success of a project. Alignment of business processes with the technology is essential. Leadership buy-in and ownership are key to overcoming resistance to change. Dealing with blockers and saboteurs requires identifying and addressing their objections. Legacy is about making a positive impact and being a good leader and role model. Chapters 00:00 Introduction 00:35 Michael's Background and Motivation 02:14 The Problem with CRM Projects 03:29 The Need for a Different Kind of Book 06:06 The Role of Consultants in CRM Projects 06:53 Vendor Lock-in and Choosing the Right CRM 09:01 The Importance of Business Process Alignment 11:00 The Resistance to Change and Overcoming Objections 15:06 Customizing Tools for Leadership 17:13 Getting Ownership and Alignment from Leadership 19:56 Dealing with Blockers and Saboteurs 21:36 Addressing Objections and Gaining Buy-in 23:26 The Expansive Capabilities of CRMs 25:32 The Importance of Business Process Outline and Ownership 28:58 Curiosity about Ethics and Governance in AI 30:09 Influences: Mark Twain, Linus Torvalds, and YouTube Educators 32:27 Legacy: Being a Good Husband, Father, and Making a Positive Impact 33:34 Conclusion

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