“Now, through regular communication in CRM, issues are resolved before they become problems – to the point where I didn’t know a problem ever existed – and that’s a good thing! I review the activity dashboard daily, and when I talk to a board member, they’re very impressed with the …

Sometimes a staff member would call me directly, and I’d hear one story from the engineer, and something different from the vice president. When our member services department went out to visit members, they heard a different version. By the time the problem or concern came back to me, I’d …