CRM Transformation
Operationalising Community Engagement
A pilot engagement to redesign community engagement workflows using Pipedrive, aligning operational execution with institutional governance objectives.
Year
2026
Client
European Membership-Based Organisation
Scope
CRM system design
The organisation faced a common structural challenge: strong expertise and trusted community relationships, but fragmented workflows across outreach, training, and service delivery. Data lived in multiple systems, engagement histories were inconsistently structured, and operational follow-through depended heavily on individual memory rather than institutional process. The objective was to translate community engagement into a traceable, governance-aligned operational model.
We designed a structured CRM architecture that redefined how leads, services, organisations, and regional data interact within the system. The project included workflow mapping, automation design, term standardisation, deal logic restructuring, and clear ownership models. The result was a replicable engagement framework that increased visibility, reduced operational friction, and strengthened institutional resilience, transforming informal relationship management into measurable, strategic execution.