I led the implementation of a comprehensive, organisation-wide Salesforce CRM deployment—one of the most significant IT and knowledge management projects undertaken by the organisation. More than a customer database, this initiative was a strategic investment in institutional memory, intelligence sharing, and operational coherence.

The CRM was deeply customised to support the full lifecycle of the External Relations Program, from planning and preparation to deployment and debriefing. It enabled staff across departments—account managers, technical teams, trainers, and marketing—to input, access, and share actionable intelligence. This created a unified, 360-degree view of stakeholder engagement, with each touchpoint documented and contextualised.

By modelling complex workflows and integrating diverse data sources, the CRM became the most sophisticated tool for ensuring coordinated, well-informed, and high-impact engagement. It supported evidence-based planning, facilitated internal reporting, and allowed the organisation to measure outcomes and analyse impact at all levels. In doing so, it transformed fragmented efforts into a cohesive, data-driven engagement strategy.