formidable-minds

What’s the best way to increase revenue?

Mon, 17 Nov 2025 11:58:33 GMT

More leads, better leads or deeper relationships?

This question doesn’t have a one-size-fits-all answer. Many organisations instinctively chase volume: more leads, more outreach, more pipeline. But is that really the most effective path?

Personally, I’ve found that quality beats quantity almost every time. A smaller pool of well-qualified leads, backed by strong data and insights, often converts better than a flood of unqualified prospects. Knowing why a lead is a good fit (and what challenges they’re facing) can make every conversation more meaningful.

Then there’s the debate between new business vs. account development. Growing existing accounts can be faster, more cost-effective and often more sustainable than constantly hunting for new logos. Yet, this requires alignment with Customer Success... because retaining and expanding accounts is a team sport!

And let’s not forget the role of CRM discipline. It’s tempting to see data entry as admin work, but accurate tracking creates visibility, informs strategy and uncovers patterns that drive future growth. The time invested here often pays dividends later.

For me, the sweet spot is a balanced approach:

▪️ Invest in quality insights for lead generation
▪️ Prioritise account development where possible
▪️ Leverage Customer Success as a growth partner
▪️ Treat your CRM as a strategic asset, not a chore

What do you think? Is revenue growth more about chasing new opportunities or maximising the ones you already have?

At Formidable Minds, we help businesses answer these very questions.

If you’re wondering whether to focus on lead quality, account expansion or operational efficiency, we provide tailored strategies and actionable insights to unlock growth. From optimising your CRM usage to aligning sales and customer success, we partner with you to build a revenue engine that works for your unique goals.

If this resonates, let’s connect and explore how we can support your journey.

Why should you want a single customer view

Sat, 27 Sep 2025 05:22:47 GMT

How does having a single customer view support your company's customer obsessed culture? We’ve broken this down into three areas to inspire you...

Why should you want a single customer view

Having a single customer view is a vital aspect of any business that aspires to be customer-centric. Unfortunately, many companies talk about having a customer-obsessed culture, but the underlying data in their organisation doesn’t allow them to have a clear and comprehensive understanding of their customers.

The primary cause of this problem is broken data architecture that doesn’t enable the consolidation of customer data regardless of the customer’s business structure or the company’s sales strategy. Additionally, there are often multiple sources of customer data that are not integrated with the company’s CRM platform or with each other, leading to a fragmented customer experience in all touchpoints with the company.

Having a single customer view can support a customer-obsessed culture by streamlining the company’s approach in three key areas: marketing, sales, and customer service.

How does having a single customer view support your companies customer obsessed culture?

Marketing

A single customer view enables the marketing department to consolidate its approach across all channels and provides actionable data to maximise the return on investment of marketing budgets. Secondly, by having improved data quality across the funnel, with a single customer view, companies can ensure the accuracy and completeness of customer data, enabling more effective targeting and personalisation of marketing efforts.

Finally, a single customer view provides a comprehensive view of the customer’s interactions and behaviours, allowing the marketing team to gain deeper insights into customer preferences and behaviours, enabling more effective and targeted marketing efforts.

Sales

Understanding the relationships between customers and any other entities that come under the same parent group, as well as the relationships between customers and different departments within the company, is crucial to creating a sales strategy that maximizes wallet share and strengthens relationships. With a single customer view, companies can create group-level pricing, cross-sell and up-sell products, and leverage the expertise of their customers to improve business performance.

Another important factor to consider is that having a single customer view improves sales productivity by enabling sales teams to access all customer-related information in one place, streamlining the sales process and reducing the time and effort required to close deals. Last but by no means least, by providing a more personalized and seamless experience, a single customer view can foster stronger relationships with customers, increasing loyalty and the likelihood of repeat business.

Customer Service

A single customer view provides the customer service department with the ability to spot trends or common problems within a group of companies, allowing for proactive relationship management and issue resolution. It also supports the creation of a plan to maximise product or service usage across a related group of companies, increasing the likelihood of retaining the customer at the end of the contract.

Secondly, in spirit of driving an improved Customer satisfaction score a single customer view enables customer service teams to provide a more personalised and proactive experience, increasing customer satisfaction and reducing the likelihood of churn, something which can kill business growth if not addressed quickly.

Then there is the ability for enhanced problem solving capabilities that come from having a single customer view. With a comprehensive view of the customer’s interactions and history, customer service teams can resolve issues more effectively and efficiently, reducing response times and improving customer experiences all round.

In conclusion, having a single customer view is essential for any business that wants to deliver a seamless and personalised customer experience. By consolidating customer data and enabling a customer-centric approach in marketing, sales, and customer service, companies can better understand their customers and deliver exceptional experiences that drive loyalty and growth.

At the same time this single customer view helps your business development efforts better understand the unique approach to take for each new prospective customer enabling a personalised experience for each prospect which sets you apart from your competitors.

"Having a single view of the customer is the foundation of successful business operations, enabling companies to understand and meet the unique needs & preferences of each individual in the buying process, leading to increased customer satisfaction and loyalty."

Delivery methodology to ensure success

Fri, 27 Sep 2024 00:44:34 GMT

We have a four-step approach to delivering valuable software solutions.

This approach ensures we understand what success looks like, what the deliverables are, how you’ll measure success and what’s required to take the changes to market in a way that is bought into by all parties...

At Formidable Minds we take an approach to delivery that ensures a collaborative approach to ensure we deliver a solution that meets the needs of our customers.

At Formidable Minds we pride ourselves on taking a transparent approach to delivery ensuring that we guide and give full information that leaves our customers in a position to make informed decisions about their Salesforce implementation.

We have a four-step approach to delivering valuable software solutions. This approach ensures we understand what success looks like, what the deliverables are, how you’ll measure success and what’s required to take the changes to market in a way that is bought into by all parties and with the mechanics around it that enable you use Salesforce CRM to drive your business.

Step 1 – Discovery

At this step we spend time with you understanding your business priorities, business model, problems, opportunities and goals so that we can ensure the CRM system supports you in achieving your business goals.

The outputs from this stage include;

a costed statement of work with
Proposed order of delivery,
A project initiation plan,
Breakdown of deliverables
Understanding of the transformation needed in your business to maximise ROI of Salesforce.

Step 2 – Sprint Scope

During this step we in collaboration with you to break down the high-level deliverables into user stories that are built around a piece of working functionality and written with the users requirement in mind. The user stories have acceptance criteria that dictate how to test the functionality meets the needs of the user.

The outputs from this stage include;

A backlog of prioritised user stories that are broken down into sprints by the delivery team during a sprint mapping exercise.

Step 3 – Iteration

During this step the delivery team at Formidable Minds work on the user stories built in step 2 to deliver working functionality for your team. Each user story is delivered and tested using the acceptance criteria attached to each story. At the end of the sprint (1 or 2 weeks in length) the user stories are all signed off with you and feedback is sought to confirm that we’re going in the right direction and the current prioritisation of stories is correct.

The outputs from this step are;

Working functionality ready to go live
An updated list of priorities based on progress and any changing requirements
Reporting to show progress (actual vs expected)
Updated list of requirements, risks and issues

Step 4 – Releasable software

This is where we go live with all the functionality that has been delivered. We work with you during this time to ensure your users are ready to use the new functionality, that they’ve been trained on the system and the communication plan is ready to be executed.

Outputs from this stage;

Live functionality
User training
Communication plan
Business process transformation
Supporting Operating mechanisms in place

"We spend time with you understanding your business priorities, business model, problems, opportunities and goal…"

The Future of AI Unveiled at Dreamforce

Tue, 24 Sep 2024 08:44:41 GMT

The largest AI event in the world.

Dreamforce 2024 kicked off with a powerful focus on Artificial Intelligence (AI), signaling the third wave of AI innovation and its deep integration across business platforms. Hosted by Salesforce in San Francisco from September 17-19, the event is centered on the potential of AI agents to transform business operations and customer experiences.

Agentforce

At the heart of this year’s announcements is Agentforce, Salesforce’s new AI platform. Agentforce allows businesses to build and deploy AI-powered agents to automate tasks across various departments like customer service, sales, and marketing. What makes Agentforce revolutionary is its ability to act autonomously, not just as an assistant but as an active decision-maker within business workflows.

This system is powered by the Atlas Reasoning Engine, an AI engine that generates, refines, and executes plans based on data from Salesforce’s Data Cloud. With Agentforce, businesses can now seamlessly integrate AI into their operations, helping them scale customer support and sales efforts like never before.

AI in Education and Philanthropy

Salesforce continues its commitment to social impact by announcing $23 million in new grants to support AI and STEM education in the U.S. and globally. This funding aims to equip students with future-ready skills and ensure that more people have access to AI training and career opportunities.

A City Revived

Beyond the technological advancements, Dreamforce 2024 is making a significant economic impact on its host city. The event is expected to bring in approximately $93 million to San Francisco, highlighting how this tech giant continues to play a pivotal role in the local economy.

Final Thoughts

Dreamforce 2024 is not just about celebrating AI but about redefining how businesses operate and scale in the modern world. From the groundbreaking Agentforce to strategic partnerships and social impact initiatives, this year's event underscores Salesforce’s mission to lead the next era of AI-driven transformation.

As Dreamforce 2024 continues, attendees are sure to witness more groundbreaking innovations that will shape the future of business and technology.

Unit Economics

Fri, 08 Mar 2024 08:50:21 GMT

There Unit economics might seem like a subject only accountants would love, but it's actually a high-stakes game that every business plays, whether they realise it or not.

The Game of Unit Economics: Playing to Win

Unit economics might seem like a subject only accountants would love, but it’s actually a high-stakes game that every business plays, whether they realise it or not. Just like any sports game, there’s strategy, players, rules, and scores. Let’s dive into the thrilling world of unit economics and take a playful look at its various KPIs, comparing each to sports. We promise not to get too “technical” with fouls! ��

�� 1. Customer Acquisition Cost (CAC) – The Draft Pick Just like picking a player in the draft, acquiring customers costs money. Some are star players who come with a hefty price tag, while others are hidden gems. The key is to find the right balance between the two. Draft too many expensive stars, and you might not have enough left for the rest of the team.

�� 2. Lifetime Value (LTV) – The Tennis Rally Think of LTV like a tennis rally. The longer it goes on, the more value it brings to the audience. If your customers stick around, buying again and again, that rally keeps going, bringing in more and more revenue. Just be careful not to let the ball hit the net!

�� 3. LTV/CAC Ratio – The Cricket Score In cricket, a high score is good, but only if you’re batting. When it comes to the LTV/CAC ratio, you want this score to be high as well. A high LTV/CAC ratio means you’re making more over the customer’s life than you spent acquiring them. Score a century, and you’re on your way to a winning game!

�� 4. Contribution Margin – The Basketball Dunk A slam dunk in basketball is a showstopper, and so is a high contribution margin in business. It shows you’re not only scoring points (revenue) but doing it with style (profit). Just remember, no one likes a ball hog, so spread the love around your business.

�� 5. Payback Period – The Ski Slope Imagine sliding down a smooth ski slope, and the payback period is how quickly you reach the bottom. You want a short payback period – the quicker you recoup your customer acquisition cost, the sooner you’re back on the lift for another fun ride.

"A high LTV/CAC ratio means you’re making

more over the customer’s life than you spent acquiring them."

The finish line:

DO:
✔️ Understand each KPI and how they relate to one another.
✔️ Continuously monitor and adjust your strategy.
✔️ Keep a balance between acquiring new customers and retaining existing ones.

DON’T:
✖️ Ignore any red flags in your KPIs; they might be the penalty that costs you the game.
✖️ Put all your resources into one area; remember, even Michael Jordan needed a team.
✖️ Forget to celebrate the wins; it’s not just about scoring; it’s about enjoying the game!

Ready to Get in the Game?

Here at Formidable Minds, we’ve got the coaching playbook to help you master the game of unit economics. With the right strategy and understanding of these critical KPIs, you’ll be on your way to winning the championship of business growth.

Salesforce Vs Zoho

Fri, 08 Mar 2024 08:48:05 GMT

We feel compelled to address some misconceptions presented recently about Salesforce and the alternative that we are asked about time and again... Zoho CRM.

Salesforce Vs Zoho

"Salesforce ensures a seamless migration and onboarding experience for all end users and for those working on the back end of the platform"

The misconceptions

❌ Misconception 1: Lack of built-In layout rules in Salesforce

Actually, Salesforce’s Page Layouts and Lightning App Builder empower businesses to create intuitive, role-based layouts that go beyond standard features. Flexibility is one of Salesforce’s key strengths!��

❌ Misconception 2: Salesforce is expensive

The comparison here isn’t quite apples to apples. �� Salesforce offers a range of pricing tiers to suit businesses at all stages, from small startups to global enterprises. Plus, the ROI realised from a robust, integrated, and customisable CRM like Salesforce is incomparable.��

❌ Misconception 3: Hectic onboarding and migration

With a host of resources available (Trailhead ��️, online communities ��, implementation guides ��, and certified consultants �� etc.), Salesforce ensures a seamless migration and onboarding experience for all end users and for those working on the back end of the platform.

❌ Misconception 4: Salesforce customisation is not straightforward

Sure, Salesforce does offer a high degree of customisation. But that’s because every business is unique! �� With Salesforce, you’re not limited by a one-size-fits-all approach. Your CRM can grow and evolve as you do. Oh and btw….have you even seen the power of Salesforce’s not-so-new-anymore-feature FLOW! You know, FLOW, that flexible visual tool that can be used to customise Salesforce in a variety of ways to create custom user interfaces, automate tasks, and even build custom applications with no code? No? Shame.��➡️��

So?…

When it comes to an ecosystem of integrated business applications, Salesforce has 5000+ apps on AppExchange, and that’s not even counting the native integrations Salesforce offers. ��

We believe that Salesforce, being the leader in the Gartner Magic Quadrant for CRM Customer Engagement Centre ��, stands a class apart due to its scalability, robustness, and innovative features. With the rise of AI and GPT features already being launched into the Salesforce ecosystem, there is no way you can not consider Salesforce as part of your growth journey.

While Zoho and other CRM solutions serve a purpose, comparing them to Salesforce is a bit like comparing a great local sports team to an Olympic squad – they’re both playing the same game, but at different levels.⚽��

We welcome conversations and debates about CRM platforms, as they help all of us make informed decisions. Feel free to reach out if you’re looking to transform your business with Salesforce or simply want to discuss CRM options. ��

Remember, the right CRM for your business should not just be about cost but about value, scalability, and customisation to mirror your customer journey! ��

Salesforce’s Spring ’23 release

Wed, 08 Mar 2023 08:53:13 GMT

Salesforce's Spring '23 release is fast approaching, with lots of new features and improvements coming we take a quick look at some of these features, which would not be complete without Flow changes and improvements of course...

Are you ready for 2023?

Salesforce’s Spring ’23 release is fast approaching, with lots of new features and
improvements coming. Let’s take a closer look at some of these features.

Multi-Factor Authentication (MFA)

Most organizations may already have adopted MFA, but it’s easy to see that Spring 23 includes automatic enablement of MFA as part of the release.

Salesforce will begin the process of automatically enabling MFA for direct login. This will be phased through 2023, starting with the Spring ’23 release.

If you have not yet started migrating your users and enabling MFA, please do so as soon as possible.

Flow Features/Improvements

No release would be complete without Flow changes and improvements.

Flow Builder receives a handy update that further bridges the gap between Flow and Apex. A beta feature has been added to flows that allows users to pull external data into flows via a web service (APIs).

This means you can pull external data without using tools like Apex or Mulesoft. However, you need Salesforce Enterprise, Unlimited, or Developer Edition to take advantage of it.

Additionally, another beta feature included in this release, is the ability for supported components and LWCs to affect other components in the same screen. This means less screens need to be presented to the user.

The Migrate to Flow tool now also supports the ability to migrate existing processes in Process Builder to flows. Since the tool is still a “preview” feature, there are some considerations/limitations regarding the types of workflows/processes that can be migrated using this tool.

"You can now pull external data without using

tools like Apex or Mulesoft. However, you need Salesforce

Enterprise, Unlimited, or Developer Edition to take advantage of it."

Finally, there are many extensions for users who integrate Slack and Salesforce.

Sales Cloud

Collaborative Forecasting and Enterprise Territory Management get handy new additions in the Spring ’23 release.

Start with a simple and powerful way to track forecasts with custom date fields. You are no longer limited to forecasting by standard Salesforce date fields (Completion Date, Product Date, or Planned Date)!

Admins can now also create and/or edit forecast pages just like existing Lightning Flexipages!

Sales Users who have access to import contacts and leads now also gain a guided experience to import new data into your org faster and more accurately.

When will I get the Spring 23 Release?

Most Salesforce orgs, will received it either February 3rd 2023 or February 10th 2023. Check the Maintenance Calendar to find out when your specific org will get the new features released.

formidable-minds

What’s the best way to increase revenue?

More leads, better leads or deeper relationships?

This question doesn’t have a one-size-fits-all answer. Many organisations instinctively chase volume: more leads, more outreach, more pipeline. But is that really the most effective path?

Why should you want a single customer view

How does having a single customer view support your company's customer obsessed culture? We’ve broken this down into three areas to inspire you...

Why should you want a single customer view

​

Marketing

Sales

Customer Service

"Having a single view of the customer is the foundation of successful business operations, enabling companies to understand and meet the unique needs & preferences of each individual in the buying process, leading to increased customer satisfaction and loyalty."

Delivery methodology to ensure success

At Formidable Minds we take an approach to delivery that ensures a collaborative approach to ensure we deliver a solution that meets the needs of our customers.

﻿

Step 1 – Discovery

Step 2 – Sprint Scope

Step 3 – Iteration

Step 4 – Releasable software

"We spend time with you understanding your business priorities, business model, problems, opportunities and goal…"

The Future of AI Unveiled at Dreamforce

The largest AI event in the world.

Agentforce

AI in Education and Philanthropy

A City Revived

Final Thoughts

Unit Economics

Salesforce Vs Zoho

We feel compelled to address some misconceptions presented recently about Salesforce and the alternative that we are asked about time and again... Zoho CRM.

Salesforce Vs Zoho

The misconceptions

So?…

Salesforce’s Spring ’23 release

Are you ready for 2023?

Multi-Factor Authentication (MFA)

Flow Features/Improvements

"You can now pull external data without using

tools like Apex or Mulesoft. However, you need Salesforce

Enterprise, Unlimited, or Developer Edition to take advantage of it."

Sales Cloud

When will I get the Spring 23 Release?