The Art & Science of Building Better Professional Relationships (CRM)
Exploring the Art & Science of
Building Better Relationships.
Founder & CEO, Triggerfox Corporation
Co-Founder & Program Director
Rotman Centre for CRM Excellence
University of Toronto
Looking for a new job or promotion?
It’s not what you know, or even who you know,
but rather how strong your relationships is with
the people who matter.
“All things being equal, people will do business
with a friend; all things being unequal, people
will still do business with a friend.”
- Mark McCormack
Not keeping in touch with a customer in a
meaningful way is the #1 reason
why they leave.
$25 Billion is spent every year on CRM software,
by companies trying to help their employees build
strong relationships with their customers.
When it comes to building real
traditional CRM software has
CRM systems were built to house
transactional data, not
Starting, building and maintaining strong
relationships is not easy.
2. Building a Relationship
3. Maintaining a relationship
Do something bad
The Lifecycle of Relationships
1. Starting a Relationship
Understanding The Problem:
Michael Wu. PhD
The Dunbar Limit
Understanding the Problem:
How many meaningful
relationships can one
Prof. Robin Dunbar found a
relationship between brain
size of primate species and
their group size.
The Dunbar 150: The cognitive limit to the number of individuals
with whom any one person can maintain stable relationships.
Does the Dunbar limit still apply in modern society?
Michael Wu. PhD
Measuring Relationship Strength
Do you put forth the proper amount of
time in maintaining your relationships?
Do you give back to your contacts and are
How do you keep in touch and with what
Are you being genuine & authentic?
Prof. Mark Granovetter, Ph.D.
Sociologist at Stanford University
Relationships get stronger when you regularly share your
time, knowledge, generosity and network connections.
The “Relationship” Secret
Learn to identify the right triggers to act on
Other examples include…
• Prospect is now at the 40% stage of the sales cycle
• Customer just sent out an unhappy tweet about our service
• There was a major merger at their company
How you action a trigger matters!
”In a world that is being reshaped
by the relentless advance of
technology, what stands out are
acts of generosity and
connection that remind us what it
means to be human.”
– Bill Taylor, cofounder of Fast Company magazine
Frank Falcone, Founder & CEO