Episode 9: Inviting Compliance to the Party Early (Feat. Greg Blausey) by Transcending CRM Podcast

Episode 32: Revolutionizing Reporting and Analytics (Feat. Paul Seo)

MDM, data warehouse, data lake, data lakehouse — the terminology around data management evolves almost as fast as the software itself. Paul Seo, SVP of Technology and Data at Republic Finance, joins JP to make sense of it all and talk about how experience with credit infrastructure can provide a unique insight into the shared challenges that risk and analytical teams face, including decision engine modeling, portfolio analysis, and operational reports.

Paul Seo is SVP of Technology and Data at Republic Finance. Paul has over two decades of experience harnessing the power of data and has made it his mission to empower organizations worldwide. His career has been defined by a relentless pursuit of excellence and a commitment to driving growth and innovation through the strategic use of technology. Throughout his journey, Paul has led the charge in revolutionizing reporting and analytics, reshaping data architecture, and optimizing critical processes across diverse industries and functional domains.

⁠⁠⁠JP Owens⁠⁠⁠⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 31: Change Management & Measuring Progress (Feat. Greg Thompson)

For good reason, middle-managers tend to be the most resistant to transformation. Not only do they usually have little to no input into purchase decisions, but their roles are often designed specifically to protect existing processes. This week, Digital Transformation Executive Coach at nCino Greg Thompson joins JP for an episode dedicated to one of our favorite recurring topics: creating the conditions for success by encouraging buy-in from managers early on in the process.

Greg Thompson is Digital Transformation Executive Coach at nCino. Greg is a seasoned executive and change agent for high-growth companies employing new technologies or adapting to dynamic market conditions. He has experience with large and small companies as both leader and consultant, developing strategy, implementing process change, and managing teams for better results.

⁠⁠⁠JP Owens⁠⁠⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 30: Dreamforce 2023 Preview (Feat. Jill Harrison and Danielle Laffey)

Our guests this week have over 30 combined years of Dreamforce experience, and today, we’re chatting about the best ways to plan out, learn from, and enjoy the sprawling San Francisco conference. Jill Harrison, Capital Markets & Asset Management Managing Director at Silverline, and Danielle Laffey, Salesforce MVP and Insurance Principal Consultant at Silverline, discuss this year’s overarching themes of A.I. and Data Cloud services, how 70-degree weather can feel chilly in the Bay Area, whether or not to bring laptops to sessions, and how to make connections with industry colleagues.

⁠Elliott Spence⁠⁠⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠⁠⁠JP Owens⁠⁠⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Jill Harrison is the Capital Markets & Asset Management Managing Director at Silverline. Jill discovered Salesforce in 2005 and fell in love with the platform while at an education technology start-up. During her 12 years at Silverline, she has focused on making sure clients are successful, colleagues are empowered, and the community is supported. She is passionate about innovation strategy and process, designing great technologies that support a diverse and inclusive corporate culture, and making sure the user experience never gets lost in the details.

Danielle Laffey is the Principal Consultant for Insurance at Silverline. She has more than 15 years of experience designing and implementing Salesforce solutions. Danielle is responsible for enabling the Insurance Financial Services and Salesforce Industries (formerly Vlocity) vertical delivery teams by ensuring best practices are followed. She lends her expertise and experience in insurance technology to share creative solutions and training.

Episode 29: What is Driving Change for Banking and Finance? (Feat. Jim Collins)

Following the 100+ industry expert-attended Silverline & Salesforce Summit at Wrigley Field in Chicago, Senior Director at Salesforce Jim Collins joins us to look back on the most insightful discussions of the conference and to chat about must-know trends impacting all of banking and lending. We talk about building a plan of attack for Dreamforce, midyear vs. standard planning cycles, the CFO's rising interest and role in data and analytics — it’s a World Series’ worth of insight!

⁠Elliott Spence⁠⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠⁠JP Owens⁠⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Jim Collins is the Senior Director, Financial Services Industry Advisor at Salesforce. He is an executive with over 34 years of business experience, including 27 years in the banking industry. He previously served as Sr. EVP and Chief Administrative Officer of Customers Bank for 12 years. He is a strategic leader who fosters a positive working environment while focusing on building high-performing teams that focus on execution and results.

Episode 28: Critical FSC Tools & Practices (Feat. Michael Shirrell)

“When I first started in Salesforce, Person Accounts was like a dirty word. You didn’t want to touch that capability.” And how times have changed! In this week’s super-sized episode, we’re joined by Michael Shirrell, Distinguished Enterprise Architect at Salesforce, for a discussion about the advantages of using Financial Services Cloud over Sales and Service Clouds, treasury practices, duplicate management, and building roadmaps for success.

⁠Elliott Spence⁠⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠⁠JP Owens⁠⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Michael Shirrell is a Distinguished Enterprise Architect at Salesforce. He ensures that the technologies Salesforce customers rely on are integrated, scalable, and aligned with their organizational business strategies. He does this by partnering with customers to understand their strategic business goals, their technical capabilities, and how these are expressed through the existing solutions/application landscape.

Episode 27: Getting the Most Out of Native Functionality (Feat. KC Barnett)

Going to Dreamforce this year? Make sure to check out Elliott’s Dreamforce presentation debut! He’ll be covering best practices for running and perfecting demos as part of the Admin series. In the meantime, Solutions Architect and Specialty Manager of Marketing Automation at Silverline Tanner Mueller joins us again, this time to chat with first-time guest and Salesforce Administrator at Five Star Bank, KC Barnett, about how Admins can fall into the habit of assuming end-users speak fluent Salesforce. Also: the lowdown on Buffalo, NY’s chicken wings.

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Tanner Mueller is the Specialty Manager, Marketing Automation, at Silverline. He uses his unique background in data, marketing, and technology to aid organizations in better understanding their customers. He has more than 18 years of banking and marketing experience, focused on creating marketing efficiency, customer data and insights, process automation, and innovation.

KC Barnett is the Salesforce Administrator at Five Star Bank. KC has been with Five Star for two years and was a key stakeholder in Five Star’s evaluation and implementation of Salesforce. Before Five Star Bank, KC worked as a Salesforce Administrator at PostProcess Technologies and was a Territory Account Manager at Ivoclar.

Episode 26: Putting Sales Effectiveness First (Feat. Ryan Johnson)

“It’s not what Salesforce can do,” points out Chief Customer Officer at Monit, Ryan Johnson. “It’s what we can do.” This week, Johnson gets into the nitty-gritty of why it’s more important to frame conversations with leaders about Salesforce around sales effectiveness and sales enablement rather than the platform itself. Then, the gang discusses the importance of establishing KPIs and integrating them into the transformation process early on.

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Ryan Johnson is the Chief Customer Officer at Monit, a digital intelligence platform that helps SMBs better manage and anticipate their cashflow and working capital needs while helping banks build deeper relationships with their clients. Prior to Monit, Ryan spent over seven years at City National Bank as the SVP of Corporate Strategy, was part of EY’s Customer Practice, and had a variety of roles at American Express, including their Salesforce program.

Episode 25: Asking The Hard Questions (Feat. Richard Dedor)

“We bought the Ferrari, now we’ve got to figure out how to drive it.” When 20-year marketing, communication, and digital media veteran Richard Dedor joined Premier America Credit Union as Marketing VP last year, the organization was still in the process of making sense of its recent CRM investment. This week, Dedor joins former colleagues Elliott and JP to talk about how Salesforce FSC and Marketing Cloud have been instrumental in improving membership engagement and card activation, the work it took to make it happen, and where Salesforce should and shouldn’t be bent for an organization’s needs.

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Richard Dedor is the VP of Marketing at Premier America Credit Union. Richard has been with Premier America Credit Union for almost a year and has worked in marketing, communications, and digital media for nearly 20 years. Richard has also had extensive experience on the Salesforce platform with Financial Services Cloud and Marketing Cloud.

Episode 24: Getting to Know CRM Analytics (Feat. Mark Tossell)

Talk about a transformation. When Lead Solution Engineer at Salesforce and Golden Hoodie recipient Mark Tossell began his CRM journey, he had just left a 20-year career in church ministry and hadn't studied coding since learning Fortran. In this week's episode, Mark breaks down the important differences between CRMA vs. traditional reports and dashboards, why "grit" is one of his favorite words, and lays out not one, not two, but three use cases for using analytics to advance efficiencies within operations and compliance.

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Mark Tossell is the Lead Solution Engineer at Tableau. A mechanical engineer by profession, Mark is passionate about solving problems with data. He combined business acumen with technical skill to create intelligent and informed insights that help businesses transform and thrive. He is proud to be an “#Awesome Admin” and Golden Hoodie award-winner.

Episode 23: Tips To Drive Salesforce + nCino Adoption (Feat. Brett Rutter)

The gang's all here! JP is back in the studio this week, and he brought a new nSight 2023 buddy with him. Vice President of Salesforce Delivery at Farm Credit Services of America Brett Rutter talks about pounding the pavement at learning opportunities like Dreamforce, his experience inheriting nCino a year ago, and the challenges and benefits of implementing multiple tools at the same time.

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Brett Rutter is the Vice President of Salesforce Delivery at Farm Credit Services of America, a leading provider of credit and insurance services to farmers, ranchers, agribusinesses and rural residents in Iowa, Nebraska, South Dakota and Wyoming. Rutter has been at FCSA for the past 15 years and previously served as Lead Software Systems Engineer.

Episode 22: Salesforce's Summer ’23 Release Brings Blockbuster Updates (Feat. Evan Eichert)

Hot pants, cool shades, half-day Fridays — summer is here, and with it comes the Salesforce Summer ’23 Salesforce Release! Evan Eichert, Enterprise Architect at CSC Leasing, joins Elliott to share his insights into the exciting additions and surprising omissions (still no auto-refreshing dashboards?!) in the latest Salesforce release. Plus: how ChatGPT will be a boon for smaller organizations.

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

Evan Eichert⁠ is an Enterprise Architect at CSC Leasing and accomplished and team-focused Salesforce Solution Architect with a consultative approach to the discovery, design, and development of customized solutions. He is proficient in translating complex business cases into easy-to-understand workflows and diagrams that clearly communicate how a solution would benefit stakeholders.

Episode 21: Data, Marketing, and Technology (Feat. Tanner Mueller)

Silverline’s Specialty Manager for Marketing Automation and showstopper mixologist Tanner Miller calls in from Iowa for a wide-ranging chat about the importance of transparency, lessons learned from both front and back-end processes, and the unique data challenges faced by marketers. Plus: Expectations for Connections 2023.

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Tanner Mueller is the Specialty Manager, Marketing Automation, at Silverline. He uses his unique background in data, marketing, and technology to aid organizations in better understanding their customers. He has more than 18 years of banking and marketing experience, focused on creating marketing efficiency, customer data and insights, process automation, and innovation.

Episode 20: Making the Employee-Employer Relationship a Partnership (Feat. Brad Rice)

Talent Stacker Founder Brad Rice is an absolute geyser of valuable insights for organizations trying to hire top Salesforce talent in a fiercely competitive labor market. In today's episode, Brad talks about his passion for enabling motivated career transitioners to start a new path on the right footing, and points out the mistakes companies make that limit themselves from hiring the talent they seek. Plus: How Brad's 6-year-old has already learned CRM basics via a home farm egg business. 🐔

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Brad Rice is the Founder of Talent Stacker and has worked in the Salesforce Ecosystem for over 10 years. He has been a Senior Internal Administrator and a Senior Solution Architect with large consulting firms and has run his own independent consultancy for over 5 years. He now he splits his time between Salesforce freelancing and helping freshers/beginners get results faster and more effectively.

Episode 19: The Future (of Banking) is Female (Feat. Ilaria Rawlins)

Despite the fact that women-owned businesses are growing at twice the national average, the women entrepreneurs at their helm only receive 16% of conventional loan funding. Proposed CEO of Fortuna Bank Ilaria Rawlins is looking to change that by increasing womens’ access to financial education, mentorships, networking, and capital. In today’s chat, Rawlins discusses the unique opportunity inherent to starting a new bank with a fresh tech stack, and the importance of leaders understanding the ins and outs of CRM. Plus: you’ll never guess which U.S. President Rawlins is related to. (Hint: he contracted smallpox in Barbados!)

⁠Elliott Spence⁠ is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

⁠JP Owens⁠ is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Ilaria Rawlins is the Proposed CEO of Fortuna Bank, the first bank in Ohio run predominantly by women. She previously served as Retail Bank President for First Financial Bank, driving retail strategy and leading 145 retail banking centers throughout Ohio, Indiana, Kentucky, and Illinois. Rawlins grew up in the retail industry with a desire to help and connect with people.

Episode 18: Small Changes, Big Impacts (Feat. Julie Bonnema)

For more than 17 years at Peoples Bank, Julie Bonnema has overseen the evolution of digital banking, from its online infancy in the 2000s to today's ubiquitous mobile services. This week, she shares what she's learned as VP, Digital Transformation Manager, with Elliott and JP. Plus: Julie's snowplowing, T-stopping, hip-whipping experience as a roller derby athlete!

Julie Bonnema is the VP, Digital Transformation Manager, at People Bank, where she has worked for over 17 years. She has played a key role in evaluating and implementing digital technology to improve both the customer and employee experiences, from developing the company's first mobile banking system to implementing Salesforce and nCino platforms.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 17: Getting SaaSsy (Feat. Kevin Tiernan)

We like to think of OwnBackup as Tylenol for CRMs. Why? Because it saves us from headaches. Recipient of 2021 & 2022 "Top Commercial Team" and 2021 & 2022 "Top Commercial Segment RVP" awards Kevin Tiernan calls in from New Jersey to chat about why data security is a never-ending assignment, the importance of humility in sales life, and his best advice for account executives in and out of the SaaS ecosystem.

Kevin Tiernan is the Area Vice President, General Business at OwnBackup. He's a results-oriented sales leader with over 10 years of experience in SaaS sales, with in-depth knowledge of data backup and archiving software across multiple enterprise SaaS platforms. He focuses on building high-performing teams with a commitment to improving individual and team quota attainment, coaching team members for professional growth, and career advancement.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 16: The Accidental Admin (Feat. Candice Ollila)

Not unlike Frodo stumbling upon the One Ring or Tim Allen becoming the big man in The Santa Clause, sometimes you don't choose to become a Salesforce administrator — sometimes, it chooses you. SVP Technical Product Owner of Salesforce and Document Management Solutions at Associated Bank, Candice Ollila calls in from Green Bay to share advice for new admins, discuss the challenge of "tech debt," and guiding end users toward adoption.

Candice Ollila is the SVP Technical Product Owner of Salesforce and Document Management Solutions at Associated Bank. She leads a team focused on developing scalable solutions that enable product teams to effectively build reliable products on the platform, providing optimized business processes that aid business lines in meeting their strategic goals.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 15: Becoming A Unicorn (Feat. Allie Vaughan)

The Beatles or Elvis? Tea or coffee? Salesforce core or Marketing Cloud? Allie Vaughan, Senior Solution Architect at Kelley Austin, joins us to talk about the advantages of familiarizing yourself with both products, even if it's only possible to really master one of them. She talks all things FlowFest, the different approaches industry admins and consultants take to problem solving, '22 DreamForce, and the benefits of building community beyond LinkedIn.

Allie Vaughan is a Senior Solution Architect at Kelley Austin, where she helps brands and businesses drive revenue and connect with their customers through the power of Salesforce. Her team of experts in Sales, Service, Experience, and Marketing Cloud has successfully delivered hundreds of projects across many industries, putting plans into action so clients can get the most out of their investment.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 14: Spring ’23 Release Special (Feat. Gina Rotenberg)

This week, we've brewed some herbal tea and cleared our schedules to read aloud all 595 pages of the Salesforce Spring ’23 Release. Sike! We're absolutely not doing that—instead, we're joined by Silverline’s Gina Rotenberg, Salesforce Principal Consultant and Certified Application Architect, to break down the most significant changes and optional settings in less than half an hour. More personalized report filters, quick-access collections, what's replacing the soon-to-be 86'd permissions on profiles — we break down what you need to know.

Gina Rotenberg is a Principal Consultant at Silverline with 13 years of experience leading technology transformation in Financial Services. For the past seven years, she has designed and delivered solutions on the Salesforce platform, including Financial Services Cloud implementations. Gina formerly served as the VP, Strategic Initiatives at Firestone Financial, LLC, where she led multiple strategic transformation initiatives and served as the company’s Salesforce product owner and solution architect.

Elliott Spence is a Principal Consultant at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 13: Not Biting Off More Than You Can Chew (Feat. Tara Barkett Quehl)

Right now, banks and financial institutions are working overtime to accomplish two things: justifying marketing ROI at the highest level, and forging stronger sales and marketing relationships. This week’s guest has experience doing both. Financial Services Product Marketing Director for Demandbase and avid traveler Tara Barkett Quehl calls in after reporting for jury duty to talk about the past and future of marketing automation and personalization both in fintech and the sales world at large.

Tara Barkett Quehl is the Financial Services Product Marketing Director at Demandbase, responsible for standing up the Financial Services vertical's marketing strategy, messaging, and content, including blogs, podcasts, and sales collateral. She participates in the sales cycle by lending Financial Services expertise and strategy in Financial Services-specific sales opportunities and helps advance customer success through workshopping. She is also the co-host of Demandbase's Sunny Side Up podcast.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 12: Don't Just Tell — Show (Feat. Frank Gillen)

New to the Salesforce ecosystem? Head straight to PwC senior Salesforce consultant Frank Gillen's Cloud Qualified YouTube channel for informative, easily digestible 5-7 minute tutorials covering topics from Basics to Field Service Lightning to exam guides. On this week's episode, Frank and the hosts discuss expectations for Salesforce Genie, the endless relevance of CRM know-how, and which Philly destination has the most sought-after cheesesteak.

Frank Gillen is a Salesforce Business Analyst at Myonex who is passionate about Salesforce and enjoys implementing new solutions to meet business needs as well as improving existing solutions. He has 12 Salesforce certifications and thrives in an environment where critical thinking, problem solving, and troubleshooting skills can be utilized.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 11: Making Your ‘What’s Next’ the Best Yet (Feat. Eric Wood)

Hard as it is to believe sometimes, there is life beyond the Salesforce ecosystem, and we're talking about it this week! To celebrate our last episode of 2022, we're taking a step back and looking at the bigger picture with super special guest Eric Wood, Buffalo Bills Radio Network color commentator, podcaster, and author of Tackle What's Next. Eric gets frank about the mindset it took to re-envision and reshape his goals after sustaining a football career-ending neck injury in 2017, shares advice for professionals venturing into uncharted territory,and of course — talks Bills vs. Bengals ahead of next week's game in Cincinnati. And importantly: Would Wild Mike's or Chandler's chicken wings hold up to the Buffalo, NY standard of crispy, zingy excellence?

Eric Wood is a former NFL center for the Buffalo Bills where he was an immediate starter, two-time Walter Payton Man of the Year nominee, and a pro bowler. Eric played his entire 9-season NFL career for the Bills before an unexpected spinal injury ultimately ended his on-field career in 2018. In his post-playing career, Eric has stayed involved in football as a commentator for the Buffalo Bills Radio Network, become a sports columnist and analyst, written a book, Tackle What’s Next, and started a weekly podcast. On the show, Eric conducts interviews with people who offer advice on how to lead a more effective and impactful life.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 10: Finding Your Niche (Feat. Jacob Hayes)

Will 2023 be the year Elliott adds a Pardot certification to his credentials? Maybe! In the meantime, Jacob Hayes, Marketing Cloud Personalization Practice Manager at Silverline, drops by the show to discuss how zoning in on a specialization bettered his career. He shares how the Salesforce personalization platform creates a single, comprehensive view of prospects and customers by combining in-depth behavioral analytics, first-party data, and machine learning to deliver one-to-one engagement across channels. And listen to the end to hear which member of the Cats movie cast Jacob once played a game of pickup basketball with. (Hint: it's not Judi Dench!)

Jacob Hayes is a Marketing Cloud Personalization Practice Manager at Silverline with over eight years of solution consulting and technical experience within Salesforce Marketing Cloud, Personalization (previously Interaction Studio), Customer Data Platform, Sales Cloud, and Service Cloud. Prior to joining Silverline, Jacob was a Solution Architect for Salesforce Professional Services, where he led consultative cross-cloud engagements with complex enterprise customers.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 9: Inviting Compliance to the Party Early (Feat. Greg Blausey)

Change management isn’t Field of Dreams, points out Senior Director of Banking Industry Solutions at Salesforce Greg Blausey. Just because you build it doesn’t mean they’ll come—sustained training and engagement is just as important to a platform’s success as building it out. This week, Elliott and JP join fellow Ohioan Greg to discuss why strong listening skills are a requisite up and down the banking sector corporate ladder, the best resources to stay up to date with regulatory and financial services news, and the best advice for project managers taking on a new CRM initiative.

Greg Blausey is the Senior Director, Banking Industry Solutions & Strategy at Salesforce. A 20-year financial services professional who previously worked for Huntington National Bank, Greg has a passion for helping clients create memorable moments and lasting relationships with their customers. He is an advocate for continuous improvement and positive change focused on the end customers’ satisfaction.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 8: Adapting Teaching Styles to Different Organizations (Feat. Heather Black)

There’s no shortage of a-ha moments in this week’s conversation with Trailblazer, podcaster, and award-winning entrepreneur Heather Black, founder and CEO of Supermums. Heather shares how she discovered that designing systems is a science upon itself through her and her team’s work of training over 200 parents a year in Salesforce administration, consultancy, and Marketing Cloud capabilities. Elliott and JP discuss the importance of setting the right expectations for end users, and the gang compare thoughts on getting the feel for an organization's culture and how that impacts their approaches to transformation.

Heather Black is the founder and CEO of Supermums. After becoming an accidental Salesforce admin for her non-profit and upskilling as a Salesforce Consultant to help other non-profits implement a CRM, she realized her career path could work for other mothers and launched Supermums to bring more women into the sector. As a consultant, she has overseen over 700 Salesforce projects.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 7: Making the Most Out of Dreamforce (Feat. Tony Stegeman)

Can a career in the United States Air Force prepare someone for a life in Salesforce? More than you might think! Senior Data Analysis Manager at Capital One and certified alligator wrestler (no joke) Tony Stegeman join JP and Elliott to chat all things Dreamsforce. Beyond the helpful breakout sessions and keynotes, Tony points out how beneficial it is go in with lesser-explored questions and an eagerness to collaborate and share notes with attendees from similar organizations. Today's episode focuses on advice for Salesforce newcomers, questions about CRM analytics, and the assets that make up the most useful pipeline reports.

Tony Stegeman is an experienced Data Analysis Manager with a demonstrated history of working in the financial services industry. He is skilled in negotiation, sales, real property, new home sales, and short sales. He has a Bachelor's degree focused in Computer Engineering from the U.S. Air Force Academy.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 6: Encouraging Transformation Buy-In (Feat. Mark Jaundoo)

Chief Digital Officer at Amerant Bank and salsa dancer-extraordinaire Mark Jaundoo chats with friends and old Silverline colleagues JP and Elliott about adoption, internal and external buy-in, and lessons he’s learned building out tools and processes throughout his banking career. As a strategy intern 10 years ago, Jaundoo went from manually entering reams of data in Excel to using Sales Cloud to architect a simplified version of Financial Services Cloud well before it was introduced by Salesforce — a system quickly adopted by the entire organization. In this episode, Mark discusses how FSC’s external asset functionality drives growth and passes along recommendations for his favorite sources to stay up-to-date with CRM insights.

Mark Jaundoo is Chief Digital Officer at Amerant Bank, leading the bank’s digital strategies and operations. In this role, he and his team are responsible for cultivating an innovative banking environment that drives increased customer and employee satisfaction levels through digital adoption and strategic utilization of data for decision-making insights across the organization. Mark previously worked in financial services consulting at Silverline.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 5: Using Salesforce to Solve Complex Banking Problems

Former guest Elliott Spence joins JP as cohost to kick off the new season of the Transcending CRM! The pair reminisces about the role that Salesforce has played throughout their careers. They share advice on working through objections when conducting Salesforce training and scenarios where they’ve leveraged Salesforce to solve complex problems in a short amount of time. JP and Elliott each reveal their favorite Salesforce tools for restoring backups, creating forms, managing data, and automating marketing journeys.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 4: Tales from Sales (Feat. Angie Lingk)

Silverline’s Angie Lingk discusses how to maximize the impact of the sales organization for customers, partners, and internal constituents through alignment of sales strategy with the broader organization and the design and implementation of the processes, people, and tools required to support it.

Angie and JP dive into the changing dialogue around data usage, why we’ve only scratched the surface with Salesforce analytics, and ways to enforce Salesforce adoption by building credibility and showing what is possible.

Angie Lingk, Senior Vice President and GM, Media and Entertainment, Silverline, is responsible for driving strategy and revenue growth across Silverline’s Media and Entertainment while also ensuring solutions for our clients are value led and results focused. Angie has spent the last two decades working with clients to develop their long-term digital transformation across a variety of industries. She is passionate about identifying new ways to leverage Salesforce and related technologies to drive growth and measure ROI. Angie previously served as Silverline’s SVP, Revenue Operations.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 3: From Branch Manager to Salesforce Solution Architect (Feat. Evan Eichert)

JP chats with Evan Eichert about his career path from a bank branch manager to a Solution Architect at Stitch Consulting.

Evan and JP met when Evan was an end user for one of JP’s first major Salesforce initiatives. Evan quickly progressed into a management position leading a centralized sales team powered by Salesforce, to a Salesforce Admin, and eventually a Salesforce Solution Architect.

Evan shares the importance of having good leadership to set you up for Salesforce success, his favorite part of his role and finding solutions to pain points, and why organizations should put people first, then processes, and then technology.

Evan Eichert is an accomplished and team-focused Salesforce Solution Architect with a consultative approach to the discovery, design, and development of customized solutions. He is proficient in translating complex business cases into easy-to-understand workflows and diagrams that clearly communicate how a solution would benefit stakeholders.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 2: Championing the Power of Marketing (Feat. Danielle Laffey)

Danielle Laffey’s career has evolved with Salesforce, from the early days of when CRM was an unknown term to how she now uses Salesforce as a marketing and insurance expert. She is a 2020 Marketing Champion and a Salesforce MVP.

Danielle shares how marketing has shifted to the entire customer journey, the pros and cons of Salesforce Marketing Cloud and Pardot, her favorite features of Salesforce Financial Services Cloud and Marketing Automation, and how to expand your skills and keep them sharp. Danielle also talks about her passion for insurance agency onboarding and why it’s not as boring as it may sound.

Danielle Laffey, Senior Director, Insurance, Silverline, has more than 15 years of experience designing and implementing Salesforce solutions. Danielle is responsible for enabling the Insurance Financial Services and Salesforce Industries (formerly Vlocity) vertical delivery teams by ensuring best practices are followed. She lends her expertise and experience in insurance technology to share creative solutions and training.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Episode 1: Back to the Beginning (Feat. Elliott Spence)

In our first episode, JP Owens and Elliott Spence discuss how their Salesforce journey began when they worked together at First Financial Bank. Elliot breaks down the business process items that were implemented in First Financial’s Salesforce solution, including Next Best Action to give the right customer the right offers at the right time and implementing live chat with Salesforce Knowledge on the First Financial website. Elliott and JP share stories about their experience growing and training a team, implementing Salesforce as an enterprise engagement system, and growing a knowledge base on Trailhead. Elliott also got JP into drinking bourbons, so stay to the end to hear his bourbon recommendations.

Elliott Spence is a Solution Architect at Silverline with eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.

JP Owens is the Managing Director of Banking and Lending at Silverline. JP partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.

Transcending CRM Podcast

By JP Owens

Available on