Creating One Source of Truth Across Multiple Business Units
Multi-Team CRM Standardisation, Current Role, prior to founding K. Harbour & Co.
The situation
Several teams within a growing UK business had each built their own way of tracking work — separate spreadsheets, inconsistent CRM use, no shared definition of what counted as a “customer” or a “case.” Leadership could see individual teams clearly, but had no single, trustworthy view across the business as a whole.
What I did
Diagnosed how each team actually tracked and managed its work before touching any system, mapped where their processes differed for good reason versus no reason at all, then led a standardisation effort — consolidating disconnected tools and habits into one shared structure, with clear rules for who owned what data. The goal was never “use the CRM more”; it was one consistent source of truth.
Outcomes
- Multiple previously disconnected teams brought onto one shared system
- A single, agreed definition of customer and case data across the business
- A governance framework put in place for who owns and maintains that data going forward
The result
For the first time, teams were looking at the same numbers and trusting them. That standardised foundation became the basis for the executive reporting work described in a related case study.