{"version":"1.0.0","segments":[{"speaker":"Narrator","startTime":7.529,"endTime":10.229,"body":"Welcome to the IT"},{"speaker":"Narrator","startTime":7.529,"endTime":10.229,"body":"Matters podcast, where we"},{"speaker":"Narrator","startTime":10.229,"endTime":14.819,"body":"explore why it matters and"},{"speaker":"Narrator","startTime":10.229,"endTime":14.819,"body":"matters pertaining to it. Here's"},{"speaker":"Narrator","startTime":14.819,"endTime":16.289,"body":"your host, Aaron Bach."},{"speaker":"Aaron Bock","startTime":16.81,"endTime":20.05,"body":"Welcome all to the"},{"speaker":"Aaron Bock","startTime":16.81,"endTime":20.05,"body":"IT Matters podcast. I'm your"},{"speaker":"Aaron Bock","startTime":20.05,"endTime":24.25,"body":"host Aaron Bock, as you heard."},{"speaker":"Aaron Bock","startTime":20.05,"endTime":24.25,"body":"We were very excited for this"},{"speaker":"Aaron Bock","startTime":24.25,"endTime":28.0,"body":"episode of the IT Matters"},{"speaker":"Aaron Bock","startTime":24.25,"endTime":28.0,"body":"podcast, we have the principal"},{"speaker":"Aaron Bock","startTime":28.0,"endTime":31.69,"body":"and CEO of equals 11, Jim"},{"speaker":"Aaron Bock","startTime":28.0,"endTime":31.69,"body":"Marascio to joining us, Jim, how"},{"speaker":"Aaron Bock","startTime":31.69,"endTime":32.41,"body":"you doing today?"},{"speaker":"Jim Marascio","startTime":32.0,"endTime":33.95,"body":"I'm doing"},{"speaker":"Jim Marascio","startTime":32.0,"endTime":33.95,"body":"fabulous. How are you doing?"},{"speaker":"Aaron Bock","startTime":33.95,"endTime":37.94,"body":"I'm doing fantastic."},{"speaker":"Aaron Bock","startTime":33.95,"endTime":37.94,"body":"I've known Jim for a while"},{"speaker":"Aaron Bock","startTime":37.94,"endTime":42.14,"body":"excited to get him here today on"},{"speaker":"Aaron Bock","startTime":37.94,"endTime":42.14,"body":"the podcast to share some of the"},{"speaker":"Aaron Bock","startTime":42.14,"endTime":45.86,"body":"knowledge he has with you. Jim,"},{"speaker":"Aaron Bock","startTime":42.14,"endTime":45.86,"body":"why don't you share with the"},{"speaker":"Aaron Bock","startTime":45.86,"endTime":49.13,"body":"listeners a little bit about"},{"speaker":"Aaron Bock","startTime":45.86,"endTime":49.13,"body":"your background, in IT and"},{"speaker":"Aaron Bock","startTime":49.13,"endTime":52.85,"body":"around IT and all things in"},{"speaker":"Aaron Bock","startTime":49.13,"endTime":52.85,"body":"between your family, etc."},{"speaker":"Jim Marascio","startTime":53.29,"endTime":55.57,"body":"Sure, sure."},{"speaker":"Jim Marascio","startTime":53.29,"endTime":55.57,"body":"Without being too boring, I'll"},{"speaker":"Jim Marascio","startTime":55.57,"endTime":62.38,"body":"try to brush through it. So I"},{"speaker":"Jim Marascio","startTime":55.57,"endTime":62.38,"body":"grew up at a time when PCs were"},{"speaker":"Jim Marascio","startTime":62.38,"endTime":66.31,"body":"becoming popular, which"},{"speaker":"Jim Marascio","startTime":62.38,"endTime":66.31,"body":"basically says I'm old. And I"},{"speaker":"Jim Marascio","startTime":66.31,"endTime":70.42,"body":"was really fortunate. when"},{"speaker":"Jim Marascio","startTime":66.31,"endTime":70.42,"body":"personal computers were starting"},{"speaker":"Jim Marascio","startTime":70.42,"endTime":75.28,"body":"to become personal to be good to"},{"speaker":"Jim Marascio","startTime":70.42,"endTime":75.28,"body":"go to a coding camp as a fourth"},{"speaker":"Jim Marascio","startTime":75.28,"endTime":80.17,"body":"grader and start a computer club"},{"speaker":"Jim Marascio","startTime":75.28,"endTime":80.17,"body":"and in junior high and really"},{"speaker":"Jim Marascio","startTime":80.17,"endTime":84.7,"body":"just kind of grew up in the 80s"},{"speaker":"Jim Marascio","startTime":80.17,"endTime":84.7,"body":"as things were happening and"},{"speaker":"Jim Marascio","startTime":84.7,"endTime":87.4,"body":"becoming more accessible to"},{"speaker":"Jim Marascio","startTime":84.7,"endTime":87.4,"body":"everybody. So when I went away"},{"speaker":"Jim Marascio","startTime":87.4,"endTime":91.21,"body":"to college, was really a natural"},{"speaker":"Jim Marascio","startTime":87.4,"endTime":91.21,"body":"fit to become a Computer"},{"speaker":"Jim Marascio","startTime":91.21,"endTime":94.39,"body":"Information Systems major, loved"},{"speaker":"Jim Marascio","startTime":91.21,"endTime":94.39,"body":"having hands on keyboard,"},{"speaker":"Jim Marascio","startTime":94.39,"endTime":99.4,"body":"started writing some software,"},{"speaker":"Jim Marascio","startTime":94.39,"endTime":99.4,"body":"and graduated and wrote some"},{"speaker":"Jim Marascio","startTime":99.4,"endTime":103.45,"body":"code wasn't probably the best"},{"speaker":"Jim Marascio","startTime":99.4,"endTime":103.45,"body":"coder out there. But really"},{"speaker":"Jim Marascio","startTime":103.45,"endTime":106.69,"body":"enjoyed being in and around that"},{"speaker":"Jim Marascio","startTime":103.45,"endTime":106.69,"body":"space. So I was fortunate to"},{"speaker":"Jim Marascio","startTime":107.02,"endTime":110.77,"body":"start in a large organization"},{"speaker":"Jim Marascio","startTime":107.02,"endTime":110.77,"body":"with a lot of opportunity for"},{"speaker":"Jim Marascio","startTime":110.95,"endTime":114.01,"body":"personal and professional growth"},{"speaker":"Jim Marascio","startTime":110.95,"endTime":114.01,"body":"and pretty quickly moved into a"},{"speaker":"Jim Marascio","startTime":114.01,"endTime":119.62,"body":"management role. Got to lead"},{"speaker":"Jim Marascio","startTime":114.01,"endTime":119.62,"body":"software engineering, and at a"},{"speaker":"Jim Marascio","startTime":119.62,"endTime":124.75,"body":"time at the really turn of the"},{"speaker":"Jim Marascio","startTime":119.62,"endTime":124.75,"body":"century. Again, I'm pretty old."},{"speaker":"Aaron Bock","startTime":126.16,"endTime":128.17,"body":"Well give you some"},{"speaker":"Aaron Bock","startTime":126.16,"endTime":128.17,"body":"more credit."},{"speaker":"Jim Marascio","startTime":128.2,"endTime":130.0,"body":"Yeah, when there"},{"speaker":"Jim Marascio","startTime":128.2,"endTime":130.0,"body":"were some really interesting"},{"speaker":"Jim Marascio","startTime":130.0,"endTime":134.32,"body":"things happening in the audio"},{"speaker":"Jim Marascio","startTime":130.0,"endTime":134.32,"body":"space. If you go back to the"},{"speaker":"Jim Marascio","startTime":134.5,"endTime":139.66,"body":"late 90s, early 2000s. When"},{"speaker":"Jim Marascio","startTime":134.5,"endTime":139.66,"body":"Napster and mp3.com are all over"},{"speaker":"Jim Marascio","startTime":139.66,"endTime":141.79,"body":"the news, and everybody was"},{"speaker":"Jim Marascio","startTime":139.66,"endTime":141.79,"body":"suing everybody in the music"},{"speaker":"Jim Marascio","startTime":141.79,"endTime":146.02,"body":"royalty space. I happened to be"},{"speaker":"Jim Marascio","startTime":141.79,"endTime":146.02,"body":"at a large media company that"},{"speaker":"Jim Marascio","startTime":146.02,"endTime":150.1,"body":"was doing the legal things"},{"speaker":"Jim Marascio","startTime":146.02,"endTime":150.1,"body":"correct. And was fortunate to"},{"speaker":"Jim Marascio","startTime":150.1,"endTime":153.16,"body":"kind of work myself into a role"},{"speaker":"Jim Marascio","startTime":150.1,"endTime":153.16,"body":"where I get to lead the"},{"speaker":"Jim Marascio","startTime":153.16,"endTime":156.49,"body":"transformation of the"},{"speaker":"Jim Marascio","startTime":153.16,"endTime":156.49,"body":"organization, a global"},{"speaker":"Jim Marascio","startTime":156.49,"endTime":157.15,"body":"organization."},{"speaker":"Aaron Bock","startTime":157.6,"endTime":161.68,"body":"You know, all people"},{"speaker":"Aaron Bock","startTime":157.6,"endTime":161.68,"body":"don't understand how, when you"},{"speaker":"Aaron Bock","startTime":161.68,"endTime":165.85,"body":"were using the Napster bear"},{"speaker":"Aaron Bock","startTime":161.68,"endTime":165.85,"body":"share Limewire days, you"},{"speaker":"Aaron Bock","startTime":165.85,"endTime":169.12,"body":"download a song on DSL, and"},{"speaker":"Aaron Bock","startTime":165.85,"endTime":169.12,"body":"you'd wait like 10 minutes just"},{"speaker":"Aaron Bock","startTime":169.12,"endTime":171.61,"body":"to find out it's a horrible"},{"speaker":"Aaron Bock","startTime":169.12,"endTime":171.61,"body":"version or not the ravers"},{"speaker":"Aaron Bock","startTime":171.61,"endTime":174.43,"body":"actually one of the worst"},{"speaker":"Aaron Bock","startTime":171.61,"endTime":174.43,"body":"feelings in life"},{"speaker":"Jim Marascio","startTime":174.85,"endTime":176.8,"body":"Exactly More often"},{"speaker":"Jim Marascio","startTime":174.85,"endTime":176.8,"body":"than not, it wasn't what you"},{"speaker":"Jim Marascio","startTime":176.8,"endTime":177.79,"body":"thought it was."},{"speaker":"Aaron Bock","startTime":177.79,"endTime":180.46,"body":"Yeah. And it was it"},{"speaker":"Aaron Bock","startTime":177.79,"endTime":180.46,"body":"had a virus along with it. And"},{"speaker":"Aaron Bock","startTime":180.46,"endTime":182.53,"body":"then your computer. Yeah,"},{"speaker":"Aaron Bock","startTime":180.46,"endTime":182.53,"body":"apparently."},{"speaker":"Jim Marascio","startTime":182.52,"endTime":185.736,"body":"Yes. So I was kind"},{"speaker":"Jim Marascio","startTime":182.52,"endTime":185.736,"body":"of coming of age, career wise at"},{"speaker":"Jim Marascio","startTime":185.799,"endTime":188.952,"body":"that time in a media company."},{"speaker":"Jim Marascio","startTime":185.799,"endTime":188.952,"body":"And I got to be very"},{"speaker":"Jim Marascio","startTime":189.015,"endTime":192.924,"body":"intrapreneurial, which kind of"},{"speaker":"Jim Marascio","startTime":189.015,"endTime":192.924,"body":"influenced where my career went"},{"speaker":"Jim Marascio","startTime":192.987,"endTime":197.023,"body":"from there. So I didn't realize"},{"speaker":"Jim Marascio","startTime":192.987,"endTime":197.023,"body":"I was being entrepreneurial, but"},{"speaker":"Jim Marascio","startTime":197.086,"endTime":200.555,"body":"in a large business. I"},{"speaker":"Jim Marascio","startTime":197.086,"endTime":200.555,"body":"effectively sat down with a VP I"},{"speaker":"Jim Marascio","startTime":200.618,"endTime":204.717,"body":"reported to and said, ignore all"},{"speaker":"Jim Marascio","startTime":200.618,"endTime":204.717,"body":"the stuff they're doing illegal."},{"speaker":"Jim Marascio","startTime":204.78,"endTime":208.5,"body":"We need to do what they're"},{"speaker":"Jim Marascio","startTime":204.78,"endTime":208.5,"body":"doing. And the comment back was,"},{"speaker":"Jim Marascio","startTime":208.563,"endTime":212.473,"body":"well, they're getting sued and"},{"speaker":"Jim Marascio","startTime":208.563,"endTime":212.473,"body":"we can I said no, we're already"},{"speaker":"Jim Marascio","startTime":212.536,"endTime":216.446,"body":"doing that stuff, legally. And,"},{"speaker":"Jim Marascio","startTime":212.536,"endTime":216.446,"body":"you know, one conversation led"},{"speaker":"Jim Marascio","startTime":216.509,"endTime":220.292,"body":"to another and before he knew"},{"speaker":"Jim Marascio","startTime":216.509,"endTime":220.292,"body":"it, I had a large budget and I"},{"speaker":"Jim Marascio","startTime":220.356,"endTime":224.076,"body":"was building out effectively a"},{"speaker":"Jim Marascio","startTime":220.356,"endTime":224.076,"body":"new division of the company,"},{"speaker":"Jim Marascio","startTime":224.139,"endTime":227.986,"body":"kind of wild west digitizing"},{"speaker":"Jim Marascio","startTime":224.139,"endTime":227.986,"body":"literally millions of songs with"},{"speaker":"Jim Marascio","startTime":228.049,"endTime":231.706,"body":"college students hand entering"},{"speaker":"Jim Marascio","startTime":228.049,"endTime":231.706,"body":"all the data for months and"},{"speaker":"Jim Marascio","startTime":231.769,"endTime":235.616,"body":"months and months. And we we"},{"speaker":"Jim Marascio","startTime":231.769,"endTime":235.616,"body":"ripped more than 2 million songs"},{"speaker":"Jim Marascio","startTime":235.679,"endTime":239.652,"body":"and built a content management"},{"speaker":"Jim Marascio","startTime":235.679,"endTime":239.652,"body":"system before CMS was a term and"},{"speaker":"Jim Marascio","startTime":239.715,"endTime":243.246,"body":"built the content delivery"},{"speaker":"Jim Marascio","startTime":239.715,"endTime":243.246,"body":"network before CDN was a term"},{"speaker":"Jim Marascio","startTime":243.309,"endTime":247.219,"body":"and just didn't know I was being"},{"speaker":"Jim Marascio","startTime":243.309,"endTime":247.219,"body":"entrepreneurial but was doing"},{"speaker":"Jim Marascio","startTime":247.282,"endTime":250.94,"body":"some really cool stuff in the"},{"speaker":"Jim Marascio","startTime":247.282,"endTime":250.94,"body":"software space built a media"},{"speaker":"Jim Marascio","startTime":251.003,"endTime":254.471,"body":"player before an iPod was a"},{"speaker":"Jim Marascio","startTime":251.003,"endTime":254.471,"body":"thing or an iPhone was even"},{"speaker":"Jim Marascio","startTime":254.534,"endTime":258.57,"body":"pondered and learned a lot doing"},{"speaker":"Jim Marascio","startTime":254.534,"endTime":258.57,"body":"that building software and that"},{"speaker":"Jim Marascio","startTime":258.633,"endTime":262.354,"body":"led me to go to a startup. My"},{"speaker":"Jim Marascio","startTime":258.633,"endTime":262.354,"body":"first real startup in the the"},{"speaker":"Jim Marascio","startTime":262.417,"endTime":265.822,"body":"digital signage space"},{"speaker":"Jim Marascio","startTime":262.417,"endTime":265.822,"body":"transferring a lot of what I was"},{"speaker":"Jim Marascio","startTime":265.885,"endTime":269.984,"body":"doing with audio, and doing with"},{"speaker":"Jim Marascio","startTime":265.885,"endTime":269.984,"body":"video lead again a software team"},{"speaker":"Jim Marascio","startTime":270.047,"endTime":273.767,"body":"and I built some really cool"},{"speaker":"Jim Marascio","startTime":270.047,"endTime":273.767,"body":"things there and one thing led"},{"speaker":"Jim Marascio","startTime":273.831,"endTime":277.677,"body":"to another so my entire career"},{"speaker":"Jim Marascio","startTime":273.831,"endTime":277.677,"body":"has kind of progressed through"},{"speaker":"Jim Marascio","startTime":277.74,"endTime":281.776,"body":"the IT space have worn a lot of"},{"speaker":"Jim Marascio","startTime":277.74,"endTime":281.776,"body":"hats CIO CTO, COO chief delivery"},{"speaker":"Jim Marascio","startTime":281.839,"endTime":285.307,"body":"officer, but I've always had"},{"speaker":"Jim Marascio","startTime":281.839,"endTime":285.307,"body":"this component of software"},{"speaker":"Jim Marascio","startTime":285.37,"endTime":288.524,"body":"engineering that I was"},{"speaker":"Jim Marascio","startTime":285.37,"endTime":288.524,"body":"responsible for. And it all"},{"speaker":"Jim Marascio","startTime":288.587,"endTime":292.433,"body":"started out with fourth grade"},{"speaker":"Jim Marascio","startTime":288.587,"endTime":292.433,"body":"going to a to a camp and trying"},{"speaker":"Jim Marascio","startTime":292.496,"endTime":296.532,"body":"to write something in logo which"},{"speaker":"Jim Marascio","startTime":292.496,"endTime":296.532,"body":"probably won't mean anything to"},{"speaker":"Jim Marascio","startTime":296.595,"endTime":300.127,"body":"most the people listening to"},{"speaker":"Jim Marascio","startTime":296.595,"endTime":300.127,"body":"this but But it all started"},{"speaker":"Jim Marascio","startTime":300.19,"endTime":303.784,"body":"there. And it's been a fun ride"},{"speaker":"Jim Marascio","startTime":300.19,"endTime":303.784,"body":"along the way. And as you"},{"speaker":"Jim Marascio","startTime":303.847,"endTime":307.505,"body":"mentioned, we've got a company"},{"speaker":"Jim Marascio","startTime":303.847,"endTime":307.505,"body":"now a software company that"},{"speaker":"Jim Marascio","startTime":307.568,"endTime":311.477,"body":"plays in the in the Salesforce"},{"speaker":"Jim Marascio","startTime":307.568,"endTime":311.477,"body":"space and we focus purely there"},{"speaker":"Jim Marascio","startTime":311.54,"endTime":314.946,"body":"developing software and"},{"speaker":"Jim Marascio","startTime":311.54,"endTime":314.946,"body":"configuring Salesforce to help"},{"speaker":"Jim Marascio","startTime":315.009,"endTime":317.91,"body":"optimize it for best use for"},{"speaker":"Jim Marascio","startTime":315.009,"endTime":317.91,"body":"existing clients."},{"speaker":"Aaron Bock","startTime":318.12,"endTime":321.6,"body":"Yeah, and before we"},{"speaker":"Aaron Bock","startTime":318.12,"endTime":321.6,"body":"get into equals 11, and what"},{"speaker":"Aaron Bock","startTime":321.6,"endTime":324.45,"body":"you're doing today, like you"},{"speaker":"Aaron Bock","startTime":321.6,"endTime":324.45,"body":"said, you've been in a big"},{"speaker":"Aaron Bock","startTime":324.45,"endTime":327.6,"body":"organization with a large IT"},{"speaker":"Aaron Bock","startTime":324.45,"endTime":327.6,"body":"budget, you were in some"},{"speaker":"Aaron Bock","startTime":327.63,"endTime":332.73,"body":"startups and you had bounced"},{"speaker":"Aaron Bock","startTime":327.63,"endTime":332.73,"body":"around CIO, CTO, etc. We talk a"},{"speaker":"Aaron Bock","startTime":332.73,"endTime":336.69,"body":"lot about on this podcast and"},{"speaker":"Aaron Bock","startTime":332.73,"endTime":336.69,"body":"different industries. What is IT"},{"speaker":"Aaron Bock","startTime":336.69,"endTime":341.01,"body":"to people? Why it how is IT"},{"speaker":"Aaron Bock","startTime":336.69,"endTime":341.01,"body":"viewed? You've seen it from all"},{"speaker":"Aaron Bock","startTime":341.01,"endTime":344.94,"body":"perspectives and big and small"},{"speaker":"Aaron Bock","startTime":341.01,"endTime":344.94,"body":"organizations? What do you see"},{"speaker":"Aaron Bock","startTime":345.33,"endTime":348.72,"body":"in it, where companies are doing"},{"speaker":"Aaron Bock","startTime":345.33,"endTime":348.72,"body":"it? Well, and what do you see"},{"speaker":"Aaron Bock","startTime":348.72,"endTime":350.25,"body":"where they're not doing it?"},{"speaker":"Aaron Bock","startTime":348.72,"endTime":350.25,"body":"Well, what are some of the"},{"speaker":"Aaron Bock","startTime":350.25,"endTime":352.38,"body":"common traits and common flaws?"},{"speaker":"Jim Marascio","startTime":352.57,"endTime":357.28,"body":"Yeah, so the first"},{"speaker":"Jim Marascio","startTime":352.57,"endTime":357.28,"body":"thing I'll start with is you can"},{"speaker":"Jim Marascio","startTime":357.28,"endTime":362.5,"body":"tell a lot about how IT is"},{"speaker":"Jim Marascio","startTime":357.28,"endTime":362.5,"body":"viewed within an organization,"},{"speaker":"Jim Marascio","startTime":362.8,"endTime":367.63,"body":"by the reporting structure. If"},{"speaker":"Jim Marascio","startTime":362.8,"endTime":367.63,"body":"IT reports, if you got a VP of"},{"speaker":"Jim Marascio","startTime":367.63,"endTime":371.41,"body":"IT, or CIO, or whatever the the"},{"speaker":"Jim Marascio","startTime":367.63,"endTime":371.41,"body":"highest IT title is, and that"},{"speaker":"Jim Marascio","startTime":371.41,"endTime":374.95,"body":"person reports to the CFO, more"},{"speaker":"Jim Marascio","startTime":371.41,"endTime":374.95,"body":"than not, it's considered an"},{"speaker":"Jim Marascio","startTime":374.95,"endTime":379.0,"body":"expense. It's kind of a"},{"speaker":"Jim Marascio","startTime":374.95,"endTime":379.0,"body":"necessary evil, if you will,"},{"speaker":"Jim Marascio","startTime":380.14,"endTime":382.78,"body":"within the business. And in"},{"speaker":"Jim Marascio","startTime":380.14,"endTime":382.78,"body":"generally, they're focused on"},{"speaker":"Jim Marascio","startTime":382.78,"endTime":384.85,"body":"the infrastructure and not"},{"speaker":"Jim Marascio","startTime":382.78,"endTime":384.85,"body":"necessarily advancing the"},{"speaker":"Jim Marascio","startTime":384.85,"endTime":387.82,"body":"business forward, but kind of"},{"speaker":"Jim Marascio","startTime":384.85,"endTime":387.82,"body":"holding the fort what needs to"},{"speaker":"Jim Marascio","startTime":387.82,"endTime":390.64,"body":"be done, make sure the phones"},{"speaker":"Jim Marascio","startTime":387.82,"endTime":390.64,"body":"work and the network works, and"},{"speaker":"Jim Marascio","startTime":390.64,"endTime":393.82,"body":"that laptops work in those types"},{"speaker":"Jim Marascio","startTime":390.64,"endTime":393.82,"body":"of things. If you start seeing"},{"speaker":"Jim Marascio","startTime":394.21,"endTime":398.41,"body":"an IT organization that either"},{"speaker":"Jim Marascio","startTime":394.21,"endTime":398.41,"body":"reports directly to the CEO or"},{"speaker":"Jim Marascio","startTime":398.41,"endTime":402.37,"body":"the COO, all of a sudden,"},{"speaker":"Jim Marascio","startTime":398.41,"endTime":402.37,"body":"there's more of an opportunity"},{"speaker":"Jim Marascio","startTime":402.37,"endTime":406.84,"body":"for it to be strategic, in my"},{"speaker":"Jim Marascio","startTime":402.37,"endTime":406.84,"body":"opinion, the best IT"},{"speaker":"Jim Marascio","startTime":406.84,"endTime":411.55,"body":"organizations are the ones that"},{"speaker":"Jim Marascio","startTime":406.84,"endTime":411.55,"body":"are there expressly with the"},{"speaker":"Jim Marascio","startTime":411.55,"endTime":416.32,"body":"purpose of advancing whatever it"},{"speaker":"Jim Marascio","startTime":411.55,"endTime":416.32,"body":"is that that business does. So"},{"speaker":"Jim Marascio","startTime":416.56,"endTime":419.17,"body":"to me is I work with other"},{"speaker":"Jim Marascio","startTime":416.56,"endTime":419.17,"body":"companies or when I've looked at"},{"speaker":"Jim Marascio","startTime":419.17,"endTime":421.09,"body":"going to work for other"},{"speaker":"Jim Marascio","startTime":419.17,"endTime":421.09,"body":"companies, it's always been"},{"speaker":"Jim Marascio","startTime":421.09,"endTime":423.4,"body":"really important to understand"},{"speaker":"Jim Marascio","startTime":421.09,"endTime":423.4,"body":"kind of the reporting structure,"},{"speaker":"Jim Marascio","startTime":423.64,"endTime":427.27,"body":"and how they look at it. If it"},{"speaker":"Jim Marascio","startTime":423.64,"endTime":427.27,"body":"gets to interact with the entire"},{"speaker":"Jim Marascio","startTime":427.27,"endTime":431.2,"body":"business, and sits down as a"},{"speaker":"Jim Marascio","startTime":427.27,"endTime":431.2,"body":"strategic partner, and says,"},{"speaker":"Jim Marascio","startTime":431.2,"endTime":434.56,"body":"Well, what is it that HR needs"},{"speaker":"Jim Marascio","startTime":431.2,"endTime":434.56,"body":"to do to be successful? What is"},{"speaker":"Jim Marascio","startTime":434.56,"endTime":436.6,"body":"it that the product or service"},{"speaker":"Jim Marascio","startTime":434.56,"endTime":436.6,"body":"side of the business needs to do"},{"speaker":"Jim Marascio","startTime":436.6,"endTime":439.63,"body":"be successful? What is it that"},{"speaker":"Jim Marascio","startTime":436.6,"endTime":439.63,"body":"financer, the support team needs"},{"speaker":"Jim Marascio","startTime":439.63,"endTime":443.44,"body":"to do to be successful, then"},{"speaker":"Jim Marascio","startTime":439.63,"endTime":443.44,"body":"those are generally really fun"},{"speaker":"Jim Marascio","startTime":443.47,"endTime":446.68,"body":"IT organizations to be in,"},{"speaker":"Jim Marascio","startTime":443.47,"endTime":446.68,"body":"because they're part of the"},{"speaker":"Jim Marascio","startTime":446.68,"endTime":450.52,"body":"business, they're not kind of"},{"speaker":"Jim Marascio","startTime":446.68,"endTime":450.52,"body":"regulated to just, again,"},{"speaker":"Jim Marascio","startTime":450.67,"endTime":453.31,"body":"supporting the infrastructure"},{"speaker":"Jim Marascio","startTime":450.67,"endTime":453.31,"body":"and the, you know, the wires and"},{"speaker":"Jim Marascio","startTime":453.31,"endTime":454.84,"body":"power and phones and that type"},{"speaker":"Jim Marascio","startTime":453.31,"endTime":454.84,"body":"of thing."},{"speaker":"Aaron Bock","startTime":454.93,"endTime":458.26,"body":"Do you think that So"},{"speaker":"Aaron Bock","startTime":454.93,"endTime":458.26,"body":"you mentioned that where you see"},{"speaker":"Aaron Bock","startTime":458.26,"endTime":461.92,"body":"companies reporting structure"},{"speaker":"Aaron Bock","startTime":458.26,"endTime":461.92,"body":"tells a lot in the in the"},{"speaker":"Aaron Bock","startTime":461.92,"endTime":465.43,"body":"organization, whether the CIO or"},{"speaker":"Aaron Bock","startTime":461.92,"endTime":465.43,"body":"CTO is reporting up through the"},{"speaker":"Aaron Bock","startTime":465.43,"endTime":470.98,"body":"CEO or CFO? Do you typically on"},{"speaker":"Aaron Bock","startTime":465.43,"endTime":470.98,"body":"the on the stereotypical bell"},{"speaker":"Aaron Bock","startTime":470.98,"endTime":474.82,"body":"curve of like, behind or ahead?"},{"speaker":"Aaron Bock","startTime":470.98,"endTime":474.82,"body":"Do you typically see those"},{"speaker":"Aaron Bock","startTime":474.82,"endTime":477.94,"body":"organizations more on the front"},{"speaker":"Aaron Bock","startTime":474.82,"endTime":477.94,"body":"of the bell curve versus the"},{"speaker":"Aaron Bock","startTime":477.94,"endTime":480.25,"body":"back? Is that typically the"},{"speaker":"Aaron Bock","startTime":477.94,"endTime":480.25,"body":"breakdown?"},{"speaker":"Jim Marascio","startTime":480.0,"endTime":482.82,"body":"I think it is more"},{"speaker":"Jim Marascio","startTime":480.0,"endTime":482.82,"body":"likely to be on the front. I"},{"speaker":"Jim Marascio","startTime":482.82,"endTime":485.43,"body":"wouldn't necessarily put in that"},{"speaker":"Jim Marascio","startTime":482.82,"endTime":485.43,"body":"way, because a lot of it depends"},{"speaker":"Jim Marascio","startTime":485.43,"endTime":488.31,"body":"on what's the culture of the"},{"speaker":"Jim Marascio","startTime":485.43,"endTime":488.31,"body":"organization, where where does"},{"speaker":"Jim Marascio","startTime":488.31,"endTime":490.44,"body":"the board or the leadership"},{"speaker":"Jim Marascio","startTime":488.31,"endTime":490.44,"body":"team, depending on the size of"},{"speaker":"Jim Marascio","startTime":490.44,"endTime":494.79,"body":"the organization want the"},{"speaker":"Jim Marascio","startTime":490.44,"endTime":494.79,"body":"organization to go? Are they"},{"speaker":"Jim Marascio","startTime":494.91,"endTime":498.21,"body":"acting strategically to advance"},{"speaker":"Jim Marascio","startTime":494.91,"endTime":498.21,"body":"the organization? Are they in a"},{"speaker":"Jim Marascio","startTime":498.21,"endTime":501.27,"body":"difficult position where they're"},{"speaker":"Jim Marascio","startTime":498.21,"endTime":501.27,"body":"trying to control costs and the"},{"speaker":"Jim Marascio","startTime":501.27,"endTime":505.41,"body":"steps to think so it certainly"},{"speaker":"Jim Marascio","startTime":501.27,"endTime":505.41,"body":"helps to be structured in a way"},{"speaker":"Jim Marascio","startTime":505.41,"endTime":509.25,"body":"that I prefer, but how they they"},{"speaker":"Jim Marascio","startTime":505.41,"endTime":509.25,"body":"are or where they are in the"},{"speaker":"Jim Marascio","startTime":509.25,"endTime":513.72,"body":"bell curve is really more"},{"speaker":"Jim Marascio","startTime":509.25,"endTime":513.72,"body":"indicative of the leadership of"},{"speaker":"Jim Marascio","startTime":513.72,"endTime":518.01,"body":"the organization. And are they"},{"speaker":"Jim Marascio","startTime":513.72,"endTime":518.01,"body":"moving something forward, trying"},{"speaker":"Jim Marascio","startTime":518.01,"endTime":521.85,"body":"to create and build that"},{"speaker":"Jim Marascio","startTime":518.01,"endTime":521.85,"body":"advance? Or are they trying to"},{"speaker":"Jim Marascio","startTime":521.91,"endTime":525.06,"body":"salvage and restore and hold"},{"speaker":"Jim Marascio","startTime":521.91,"endTime":525.06,"body":"before?"},{"speaker":"Aaron Bock","startTime":525.33,"endTime":529.62,"body":"Yeah, so let's get"},{"speaker":"Aaron Bock","startTime":525.33,"endTime":529.62,"body":"to where you're at now. So"},{"speaker":"Aaron Bock","startTime":529.62,"endTime":533.85,"body":"equals 11. You are the CEO of"},{"speaker":"Aaron Bock","startTime":529.62,"endTime":533.85,"body":"equals 11. Tell our listeners,"},{"speaker":"Aaron Bock","startTime":534.18,"endTime":537.27,"body":"you mentioned there already"},{"speaker":"Aaron Bock","startTime":534.18,"endTime":537.27,"body":"Salesforce development and"},{"speaker":"Aaron Bock","startTime":537.27,"endTime":541.23,"body":"custom Salesforce development,"},{"speaker":"Aaron Bock","startTime":537.27,"endTime":541.23,"body":"share 30 seconds to a minute on"},{"speaker":"Aaron Bock","startTime":541.23,"endTime":544.44,"body":"what you guys do what you"},{"speaker":"Aaron Bock","startTime":541.23,"endTime":544.44,"body":"specialize in, and maybe the why"},{"speaker":"Aaron Bock","startTime":544.44,"endTime":544.98,"body":"behind it."},{"speaker":"Jim Marascio","startTime":545.41,"endTime":548.89,"body":"Sure, sure. So"},{"speaker":"Jim Marascio","startTime":545.41,"endTime":548.89,"body":"I'll step back and say I knew I"},{"speaker":"Jim Marascio","startTime":548.89,"endTime":551.32,"body":"wanted to build a software"},{"speaker":"Jim Marascio","startTime":548.89,"endTime":551.32,"body":"company. As you mentioned"},{"speaker":"Jim Marascio","startTime":551.32,"endTime":553.87,"body":"earlier, I've been involved with"},{"speaker":"Jim Marascio","startTime":551.32,"endTime":553.87,"body":"a couple startups I've come in"},{"speaker":"Jim Marascio","startTime":554.2,"endTime":558.19,"body":"as employee for a couple times"},{"speaker":"Jim Marascio","startTime":554.2,"endTime":558.19,"body":"and helped other people kind of"},{"speaker":"Jim Marascio","startTime":558.19,"endTime":560.38,"body":"build their vision and their"},{"speaker":"Jim Marascio","startTime":558.19,"endTime":560.38,"body":"dream and it's been a lot of"},{"speaker":"Jim Marascio","startTime":560.38,"endTime":563.89,"body":"fun. And I got to this point"},{"speaker":"Jim Marascio","startTime":560.38,"endTime":563.89,"body":"where I said, I want to lead the"},{"speaker":"Jim Marascio","startTime":563.89,"endTime":566.86,"body":"effort. I want to do this. I'm"},{"speaker":"Jim Marascio","startTime":563.89,"endTime":566.86,"body":"not getting younger and and I'm"},{"speaker":"Jim Marascio","startTime":566.86,"endTime":570.76,"body":"gonna regret if I don't take a"},{"speaker":"Jim Marascio","startTime":566.86,"endTime":570.76,"body":"swing at this at some point. In"},{"speaker":"Jim Marascio","startTime":570.76,"endTime":575.41,"body":"my life, I don't do it soon. So"},{"speaker":"Jim Marascio","startTime":570.76,"endTime":575.41,"body":"when I knew I wanted to build a"},{"speaker":"Jim Marascio","startTime":575.41,"endTime":578.77,"body":"software company, the first"},{"speaker":"Jim Marascio","startTime":575.41,"endTime":578.77,"body":"thing was okay, what are we"},{"speaker":"Jim Marascio","startTime":578.77,"endTime":582.43,"body":"going to do? And right out of"},{"speaker":"Jim Marascio","startTime":578.77,"endTime":582.43,"body":"the gate, having been in and"},{"speaker":"Jim Marascio","startTime":582.43,"endTime":585.55,"body":"around and worked with a lot of"},{"speaker":"Jim Marascio","startTime":582.43,"endTime":585.55,"body":"software companies. I knew I"},{"speaker":"Jim Marascio","startTime":585.55,"endTime":587.35,"body":"just didn't want to be and"},{"speaker":"Jim Marascio","startTime":585.55,"endTime":587.35,"body":"there's nothing wrong with them"},{"speaker":"Jim Marascio","startTime":587.35,"endTime":590.08,"body":"but more of a generalist company"},{"speaker":"Jim Marascio","startTime":587.35,"endTime":590.08,"body":"that does a lot of fun and web"},{"speaker":"Jim Marascio","startTime":590.08,"endTime":592.81,"body":"app and a lot of mobile app, and"},{"speaker":"Jim Marascio","startTime":590.08,"endTime":592.81,"body":"that type of thing. I really"},{"speaker":"Jim Marascio","startTime":592.81,"endTime":597.13,"body":"wanted to be specialized. I"},{"speaker":"Jim Marascio","startTime":592.81,"endTime":597.13,"body":"think it helps to articulate"},{"speaker":"Jim Marascio","startTime":597.16,"endTime":599.83,"body":"what it is you do and resonate"},{"speaker":"Jim Marascio","startTime":597.16,"endTime":599.83,"body":"with people and figure out if"},{"speaker":"Jim Marascio","startTime":599.83,"endTime":603.37,"body":"there's a fit or not if you've"},{"speaker":"Jim Marascio","startTime":599.83,"endTime":603.37,"body":"got some specialty. So we looked"},{"speaker":"Jim Marascio","startTime":603.37,"endTime":607.72,"body":"at a lot of different platforms,"},{"speaker":"Jim Marascio","startTime":603.37,"endTime":607.72,"body":"if you will, CRMs ERPs or"},{"speaker":"Jim Marascio","startTime":607.72,"endTime":613.33,"body":"whatnot, from SAP and Oracle to"},{"speaker":"Jim Marascio","startTime":607.72,"endTime":613.33,"body":"people soft, the Adobe"},{"speaker":"Jim Marascio","startTime":613.33,"endTime":617.17,"body":"Experience Manager HubSpot, you"},{"speaker":"Jim Marascio","startTime":613.33,"endTime":617.17,"body":"know, tons of them, and"},{"speaker":"Jim Marascio","startTime":617.59,"endTime":620.65,"body":"ultimately settled on Salesforce"},{"speaker":"Jim Marascio","startTime":617.59,"endTime":620.65,"body":"for a lot of reasons. Number one"},{"speaker":"Jim Marascio","startTime":620.65,"endTime":625.78,"body":"CRM in the in the world plays"},{"speaker":"Jim Marascio","startTime":620.65,"endTime":625.78,"body":"really well from really tiny"},{"speaker":"Jim Marascio","startTime":625.78,"endTime":630.01,"body":"businesses up through enormous"},{"speaker":"Jim Marascio","startTime":625.78,"endTime":630.01,"body":"fortune 50 enterprises. But it"},{"speaker":"Jim Marascio","startTime":630.01,"endTime":633.7,"body":"plays really well in the mid"},{"speaker":"Jim Marascio","startTime":630.01,"endTime":633.7,"body":"market space. And we said, as"},{"speaker":"Jim Marascio","startTime":633.7,"endTime":637.36,"body":"we're building out a business,"},{"speaker":"Jim Marascio","startTime":633.7,"endTime":637.36,"body":"that was really where we wanted"},{"speaker":"Jim Marascio","startTime":637.36,"endTime":640.18,"body":"to operate was in that mid"},{"speaker":"Jim Marascio","startTime":637.36,"endTime":640.18,"body":"market, say 25 million to a"},{"speaker":"Jim Marascio","startTime":640.18,"endTime":643.66,"body":"billion dollars, you know,"},{"speaker":"Jim Marascio","startTime":640.18,"endTime":643.66,"body":"companies that have a budget and"},{"speaker":"Jim Marascio","startTime":643.66,"endTime":649.24,"body":"have vision and can work on"},{"speaker":"Jim Marascio","startTime":643.66,"endTime":649.24,"body":"something, but aren't so large"},{"speaker":"Jim Marascio","startTime":649.24,"endTime":653.56,"body":"that they're either moving"},{"speaker":"Jim Marascio","startTime":649.24,"endTime":653.56,"body":"exceptionally slow or, or"},{"speaker":"Jim Marascio","startTime":653.59,"endTime":656.35,"body":"candidly, they're not going to"},{"speaker":"Jim Marascio","startTime":653.59,"endTime":656.35,"body":"talk to a really small early"},{"speaker":"Jim Marascio","startTime":656.35,"endTime":660.7,"body":"stage business, because because"},{"speaker":"Jim Marascio","startTime":656.35,"endTime":660.7,"body":"of their size. So we we made a"},{"speaker":"Jim Marascio","startTime":660.7,"endTime":663.52,"body":"lot of decisions around how to"},{"speaker":"Jim Marascio","startTime":660.7,"endTime":663.52,"body":"position that. And then even"},{"speaker":"Jim Marascio","startTime":663.52,"endTime":666.25,"body":"within the Salesforce ecosystem,"},{"speaker":"Jim Marascio","startTime":663.52,"endTime":666.25,"body":"if you're not familiar with it,"},{"speaker":"Jim Marascio","startTime":666.67,"endTime":669.97,"body":"Salesforce started as a as a"},{"speaker":"Jim Marascio","startTime":666.67,"endTime":669.97,"body":"CRM, it's still known as a CRM,"},{"speaker":"Jim Marascio","startTime":669.97,"endTime":676.09,"body":"it still is, however, it's built"},{"speaker":"Jim Marascio","startTime":669.97,"endTime":676.09,"body":"out an entirely broad platform"},{"speaker":"Jim Marascio","startTime":676.42,"endTime":681.31,"body":"suite of products and services,"},{"speaker":"Jim Marascio","startTime":676.42,"endTime":681.31,"body":"and tools that really extend"},{"speaker":"Jim Marascio","startTime":681.31,"endTime":685.3,"body":"from marketing technology to"},{"speaker":"Jim Marascio","startTime":681.31,"endTime":685.3,"body":"service to everything in"},{"speaker":"Jim Marascio","startTime":685.3,"endTime":689.2,"body":"between, and obviously, the CRM"},{"speaker":"Jim Marascio","startTime":685.3,"endTime":689.2,"body":"and sales component of it. And"},{"speaker":"Jim Marascio","startTime":689.2,"endTime":691.9,"body":"so we said, Well, where are we"},{"speaker":"Jim Marascio","startTime":689.2,"endTime":691.9,"body":"going to play in there? And how"},{"speaker":"Jim Marascio","startTime":691.9,"endTime":693.58,"body":"we're going to do it, we've"},{"speaker":"Jim Marascio","startTime":691.9,"endTime":693.58,"body":"ruled out some things pretty"},{"speaker":"Jim Marascio","startTime":693.58,"endTime":697.84,"body":"quickly. I know, I'm way beyond"},{"speaker":"Jim Marascio","startTime":693.58,"endTime":697.84,"body":"my 30 seconds here. But where we"},{"speaker":"Jim Marascio","startTime":697.84,"endTime":703.09,"body":"focus is on the, what I refer to"},{"speaker":"Jim Marascio","startTime":697.84,"endTime":703.09,"body":"as is post implementation"},{"speaker":"Jim Marascio","startTime":703.12,"endTime":706.99,"body":"optimization. So what does that"},{"speaker":"Jim Marascio","startTime":703.12,"endTime":706.99,"body":"mean? In that mid market space,"},{"speaker":"Jim Marascio","startTime":706.99,"endTime":711.04,"body":"we try to work with customers"},{"speaker":"Jim Marascio","startTime":706.99,"endTime":711.04,"body":"that are existing Salesforce"},{"speaker":"Jim Marascio","startTime":711.04,"endTime":713.77,"body":"users, they have some kind of"},{"speaker":"Jim Marascio","startTime":711.04,"endTime":713.77,"body":"pain, again, kind of stepping"},{"speaker":"Jim Marascio","startTime":713.77,"endTime":717.25,"body":"back to that IT kind of a"},{"speaker":"Jim Marascio","startTime":713.77,"endTime":717.25,"body":"conversation at the beginning of"},{"speaker":"Jim Marascio","startTime":717.25,"endTime":721.15,"body":"this recording. When you look at"},{"speaker":"Jim Marascio","startTime":717.25,"endTime":721.15,"body":"an implementation, it tends to"},{"speaker":"Jim Marascio","startTime":721.15,"endTime":724.45,"body":"be more of a change management"},{"speaker":"Jim Marascio","startTime":721.15,"endTime":724.45,"body":"exercise or more of a people and"},{"speaker":"Jim Marascio","startTime":724.45,"endTime":727.42,"body":"almost management consulting"},{"speaker":"Jim Marascio","startTime":724.45,"endTime":727.42,"body":"exercise, not as much of a"},{"speaker":"Jim Marascio","startTime":727.42,"endTime":730.09,"body":"technology thing, because you're"},{"speaker":"Jim Marascio","startTime":727.42,"endTime":730.09,"body":"trying to, to change how the"},{"speaker":"Jim Marascio","startTime":730.09,"endTime":732.73,"body":"organization works by"},{"speaker":"Jim Marascio","startTime":730.09,"endTime":732.73,"body":"implementing a new tool with it."},{"speaker":"Jim Marascio","startTime":732.91,"endTime":736.78,"body":"So we said that we're really"},{"speaker":"Jim Marascio","startTime":732.91,"endTime":736.78,"body":"more techies. So not to say we"},{"speaker":"Jim Marascio","startTime":736.78,"endTime":739.0,"body":"won't do some of that. And we"},{"speaker":"Jim Marascio","startTime":736.78,"endTime":739.0,"body":"aren't, we are actually doing a"},{"speaker":"Jim Marascio","startTime":739.0,"endTime":741.61,"body":"little bit of that right now."},{"speaker":"Jim Marascio","startTime":739.0,"endTime":741.61,"body":"But where we're trying to play"},{"speaker":"Jim Marascio","startTime":741.79,"endTime":744.97,"body":"is in this space where we come"},{"speaker":"Jim Marascio","startTime":741.79,"endTime":744.97,"body":"in, and there's a business"},{"speaker":"Jim Marascio","startTime":744.97,"endTime":748.12,"body":"that's using Salesforce, they're"},{"speaker":"Jim Marascio","startTime":744.97,"endTime":748.12,"body":"feeling some pain at some level,"},{"speaker":"Jim Marascio","startTime":748.12,"endTime":751.39,"body":"and they need to optimize it"},{"speaker":"Jim Marascio","startTime":748.12,"endTime":751.39,"body":"through things like integration"},{"speaker":"Jim Marascio","startTime":751.39,"endTime":754.06,"body":"with other business systems"},{"speaker":"Jim Marascio","startTime":751.39,"endTime":754.06,"body":"reporting and dashboarding,"},{"speaker":"Jim Marascio","startTime":754.6,"endTime":758.86,"body":"custom workflows that align with"},{"speaker":"Jim Marascio","startTime":754.6,"endTime":758.86,"body":"their workflow, automation, a"},{"speaker":"Jim Marascio","startTime":758.86,"endTime":762.04,"body":"lot of other other things like"},{"speaker":"Jim Marascio","startTime":758.86,"endTime":762.04,"body":"that. But hopefully that gives"},{"speaker":"Jim Marascio","startTime":762.04,"endTime":763.12,"body":"you a little bit of a sense."},{"speaker":"Aaron Bock","startTime":763.57,"endTime":766.18,"body":"Yeah, and I think"},{"speaker":"Aaron Bock","startTime":763.57,"endTime":766.18,"body":"something you said about for"},{"speaker":"Aaron Bock","startTime":766.18,"endTime":769.48,"body":"anyone out there who's thinking"},{"speaker":"Aaron Bock","startTime":766.18,"endTime":769.48,"body":"of, I don't want to say starting"},{"speaker":"Aaron Bock","startTime":769.93,"endTime":773.23,"body":"just a software company, but you"},{"speaker":"Aaron Bock","startTime":769.93,"endTime":773.23,"body":"said, we picked Salesforce, and"},{"speaker":"Aaron Bock","startTime":773.23,"endTime":775.48,"body":"I feel like specializing is"},{"speaker":"Aaron Bock","startTime":773.23,"endTime":775.48,"body":"better, you know, and at"},{"speaker":"Aaron Bock","startTime":775.48,"endTime":778.45,"body":"Opkalla, we see a lot of"},{"speaker":"Aaron Bock","startTime":775.48,"endTime":778.45,"body":"companies who sometimes they"},{"speaker":"Aaron Bock","startTime":778.45,"endTime":781.12,"body":"specialize, and they do really"},{"speaker":"Aaron Bock","startTime":778.45,"endTime":781.12,"body":"well. Sometimes they try to do"},{"speaker":"Aaron Bock","startTime":781.12,"endTime":785.02,"body":"everything, and they don't do it"},{"speaker":"Aaron Bock","startTime":781.12,"endTime":785.02,"body":"really well. And it's very"},{"speaker":"Aaron Bock","startTime":785.02,"endTime":788.41,"body":"common for folks to kind of get"},{"speaker":"Aaron Bock","startTime":785.02,"endTime":788.41,"body":"in over their skis, say they do"},{"speaker":"Aaron Bock","startTime":788.41,"endTime":790.9,"body":"all these things. And then it's"},{"speaker":"Aaron Bock","startTime":788.41,"endTime":790.9,"body":"hard to know all these different"},{"speaker":"Aaron Bock","startTime":790.9,"endTime":794.47,"body":"systems, especially Salesforce,"},{"speaker":"Aaron Bock","startTime":790.9,"endTime":794.47,"body":"the behemoth that is in the in"},{"speaker":"Aaron Bock","startTime":794.47,"endTime":796.93,"body":"the space, there's so many"},{"speaker":"Aaron Bock","startTime":794.47,"endTime":796.93,"body":"things that they keep adding"},{"speaker":"Aaron Bock","startTime":796.93,"endTime":799.72,"body":"that they're doing, it's it's"},{"speaker":"Aaron Bock","startTime":796.93,"endTime":799.72,"body":"hard to be a specialist in more"},{"speaker":"Aaron Bock","startTime":799.72,"endTime":803.44,"body":"than one. So I applaud you for"},{"speaker":"Aaron Bock","startTime":799.72,"endTime":803.44,"body":"that. Let's take a step back in"},{"speaker":"Aaron Bock","startTime":803.44,"endTime":807.19,"body":"the whole market. So Salesforce,"},{"speaker":"Aaron Bock","startTime":803.44,"endTime":807.19,"body":"I think everyone, hopefully"},{"speaker":"Aaron Bock","startTime":807.19,"endTime":810.7,"body":"everyone has heard of it. If you"},{"speaker":"Aaron Bock","startTime":807.19,"endTime":810.7,"body":"haven't, it's CRM, customer"},{"speaker":"Aaron Bock","startTime":810.7,"endTime":813.25,"body":"relationship management, if you"},{"speaker":"Aaron Bock","startTime":810.7,"endTime":813.25,"body":"don't know what that software"},{"speaker":"Aaron Bock","startTime":813.25,"endTime":816.04,"body":"stands for, that's where"},{"speaker":"Aaron Bock","startTime":813.25,"endTime":816.04,"body":"companies are tracking their"},{"speaker":"Aaron Bock","startTime":816.04,"endTime":818.56,"body":"leads, that's where they're"},{"speaker":"Aaron Bock","startTime":816.04,"endTime":818.56,"body":"tracking their customers, their"},{"speaker":"Aaron Bock","startTime":818.74,"endTime":822.76,"body":"their prospects, it's all of"},{"speaker":"Aaron Bock","startTime":818.74,"endTime":822.76,"body":"their customer data. And in this"},{"speaker":"Aaron Bock","startTime":822.76,"endTime":826.21,"body":"customer centric world we live"},{"speaker":"Aaron Bock","startTime":822.76,"endTime":826.21,"body":"in especially, you know, post"},{"speaker":"Aaron Bock","startTime":826.21,"endTime":828.97,"body":"COVID, it's even more important"},{"speaker":"Aaron Bock","startTime":826.21,"endTime":828.97,"body":"to have a good customer"},{"speaker":"Aaron Bock","startTime":828.97,"endTime":833.11,"body":"management. It's kind of"},{"speaker":"Aaron Bock","startTime":828.97,"endTime":833.11,"body":"shocking some of the stats about"},{"speaker":"Aaron Bock","startTime":833.11,"endTime":836.32,"body":"CRM, I thought, you know,"},{"speaker":"Aaron Bock","startTime":833.11,"endTime":836.32,"body":"everyone's got it just like any"},{"speaker":"Aaron Bock","startTime":836.32,"endTime":839.02,"body":"ERP, which is an enterprise"},{"speaker":"Aaron Bock","startTime":836.32,"endTime":839.02,"body":"resource planning tool for your"},{"speaker":"Aaron Bock","startTime":839.05,"endTime":842.53,"body":"your organization. It's your"},{"speaker":"Aaron Bock","startTime":839.05,"endTime":842.53,"body":"it's your core system. I assumed"},{"speaker":"Aaron Bock","startTime":842.53,"endTime":845.8,"body":"when I started looking into"},{"speaker":"Aaron Bock","startTime":842.53,"endTime":845.8,"body":"this, everyone had it. But Jim,"},{"speaker":"Aaron Bock","startTime":845.8,"endTime":848.41,"body":"you might be able to share some"},{"speaker":"Aaron Bock","startTime":845.8,"endTime":848.41,"body":"statistics. But I have a couple"},{"speaker":"Aaron Bock","startTime":848.41,"endTime":852.22,"body":"here. One of the ones that was"},{"speaker":"Aaron Bock","startTime":848.41,"endTime":852.22,"body":"shocking to me was it said that"},{"speaker":"Aaron Bock","startTime":852.55,"endTime":857.86,"body":"in the next five years, there"},{"speaker":"Aaron Bock","startTime":852.55,"endTime":857.86,"body":"will be 12% CRM adoption growth,"},{"speaker":"Aaron Bock","startTime":857.86,"endTime":862.03,"body":"which for those listening 12%"},{"speaker":"Aaron Bock","startTime":857.86,"endTime":862.03,"body":"may not seem like a lot, but to"},{"speaker":"Aaron Bock","startTime":862.03,"endTime":865.3,"body":"me, I was like, Man, I didn't"},{"speaker":"Aaron Bock","startTime":862.03,"endTime":865.3,"body":"even know there was 12% of"},{"speaker":"Aaron Bock","startTime":865.3,"endTime":867.61,"body":"customers out there that are"},{"speaker":"Aaron Bock","startTime":865.3,"endTime":867.61,"body":"companies out there that didn't"},{"speaker":"Aaron Bock","startTime":867.61,"endTime":872.59,"body":"use a CRM. So Jim, maybe you can"},{"speaker":"Aaron Bock","startTime":867.61,"endTime":872.59,"body":"share some stats with us. Why do"},{"speaker":"Aaron Bock","startTime":872.59,"endTime":874.78,"body":"you think this adoption is"},{"speaker":"Aaron Bock","startTime":872.59,"endTime":874.78,"body":"taking place? What's going to"},{"speaker":"Aaron Bock","startTime":874.78,"endTime":877.36,"body":"happen in the next five to 10"},{"speaker":"Aaron Bock","startTime":874.78,"endTime":877.36,"body":"years in the CRM space?"},{"speaker":"Jim Marascio","startTime":877.48,"endTime":881.47,"body":"Sure. So for"},{"speaker":"Jim Marascio","startTime":877.48,"endTime":881.47,"body":"starters, the number doesn't"},{"speaker":"Jim Marascio","startTime":881.47,"endTime":885.1,"body":"surprise me at all. It's"},{"speaker":"Jim Marascio","startTime":881.47,"endTime":885.1,"body":"probably leaning more towards"},{"speaker":"Jim Marascio","startTime":885.1,"endTime":887.65,"body":"smaller businesses than large"},{"speaker":"Jim Marascio","startTime":885.1,"endTime":887.65,"body":"enterprises. large enterprises"},{"speaker":"Jim Marascio","startTime":887.65,"endTime":892.03,"body":"have been using CRM is an"},{"speaker":"Jim Marascio","startTime":887.65,"endTime":892.03,"body":"extension of ERPs for 25 years,"},{"speaker":"Jim Marascio","startTime":892.03,"endTime":894.64,"body":"but when you get into the mid"},{"speaker":"Jim Marascio","startTime":892.03,"endTime":894.64,"body":"market and smaller, especially"},{"speaker":"Jim Marascio","startTime":894.7,"endTime":898.66,"body":"SMBs you know, they're still"},{"speaker":"Jim Marascio","startTime":894.7,"endTime":898.66,"body":"operating on a spreadsheet. One"},{"speaker":"Jim Marascio","startTime":898.66,"endTime":902.98,"body":"of the areas that we see a lot"},{"speaker":"Jim Marascio","startTime":898.66,"endTime":902.98,"body":"of opportunity and a lot of"},{"speaker":"Jim Marascio","startTime":902.98,"endTime":907.42,"body":"challenge is effectively siloed"},{"speaker":"Jim Marascio","startTime":902.98,"endTime":907.42,"body":"data. And what that means is,"},{"speaker":"Jim Marascio","startTime":907.54,"endTime":910.33,"body":"they're storing whatever, you"},{"speaker":"Jim Marascio","startTime":907.54,"endTime":910.33,"body":"know, they've got different"},{"speaker":"Jim Marascio","startTime":910.33,"endTime":913.75,"body":"business processes for different"},{"speaker":"Jim Marascio","startTime":910.33,"endTime":913.75,"body":"departments within a business."},{"speaker":"Jim Marascio","startTime":913.99,"endTime":917.5,"body":"And they're all storing that"},{"speaker":"Jim Marascio","startTime":913.99,"endTime":917.5,"body":"data somewhere else. So, to your"},{"speaker":"Jim Marascio","startTime":917.5,"endTime":919.87,"body":"point, businesses are then"},{"speaker":"Jim Marascio","startTime":917.5,"endTime":919.87,"body":"saying, Okay, we've got a"},{"speaker":"Jim Marascio","startTime":919.87,"endTime":922.21,"body":"spreadsheet here, and we've got"},{"speaker":"Jim Marascio","startTime":919.87,"endTime":922.21,"body":"some contact manager here,"},{"speaker":"Jim Marascio","startTime":922.21,"endTime":925.93,"body":"that's not really a CRM, but"},{"speaker":"Jim Marascio","startTime":922.21,"endTime":925.93,"body":"it's acting as a CRM. And then"},{"speaker":"Jim Marascio","startTime":925.93,"endTime":928.3,"body":"I've got a bunch of people over"},{"speaker":"Jim Marascio","startTime":925.93,"endTime":928.3,"body":"here that all have their own"},{"speaker":"Jim Marascio","startTime":928.3,"endTime":931.72,"body":"individual things that are built"},{"speaker":"Jim Marascio","startTime":928.3,"endTime":931.72,"body":"into Outlook, or Gmail, or"},{"speaker":"Jim Marascio","startTime":931.72,"endTime":937.0,"body":"whatever that is their contact"},{"speaker":"Jim Marascio","startTime":931.72,"endTime":937.0,"body":"managing. And they're siloing"},{"speaker":"Jim Marascio","startTime":937.0,"endTime":942.55,"body":"data throughout the business."},{"speaker":"Jim Marascio","startTime":937.0,"endTime":942.55,"body":"And in by bringing in a new"},{"speaker":"Jim Marascio","startTime":942.61,"endTime":945.37,"body":"tool, the expectation is, oh,"},{"speaker":"Jim Marascio","startTime":942.61,"endTime":945.37,"body":"we're gonna solve all the"},{"speaker":"Jim Marascio","startTime":945.37,"endTime":947.98,"body":"problems. By implementing this"},{"speaker":"Jim Marascio","startTime":945.37,"endTime":947.98,"body":"new tool, we're going to"},{"speaker":"Jim Marascio","startTime":947.98,"endTime":952.15,"body":"centralize all the data into one"},{"speaker":"Jim Marascio","startTime":947.98,"endTime":952.15,"body":"place. And that poses some other"},{"speaker":"Jim Marascio","startTime":952.15,"endTime":956.29,"body":"challenges we can get into. But"},{"speaker":"Jim Marascio","startTime":952.15,"endTime":956.29,"body":"that percentage doesn't shock me"},{"speaker":"Jim Marascio","startTime":956.29,"endTime":959.68,"body":"at all. Just because I'm"},{"speaker":"Jim Marascio","startTime":956.29,"endTime":959.68,"body":"encountering it every day with"},{"speaker":"Jim Marascio","startTime":959.68,"endTime":960.43,"body":"small businesses."},{"speaker":"Aaron Bock","startTime":960.46,"endTime":964.78,"body":"Why Salesforce? Like"},{"speaker":"Aaron Bock","startTime":960.46,"endTime":964.78,"body":"why do companies pick Salesforce"},{"speaker":"Aaron Bock","startTime":964.78,"endTime":970.27,"body":"over another? And maybe the"},{"speaker":"Aaron Bock","startTime":964.78,"endTime":970.27,"body":"caveat here is, I know, you work"},{"speaker":"Aaron Bock","startTime":970.27,"endTime":972.52,"body":"with Salesforce, we're not"},{"speaker":"Aaron Bock","startTime":970.27,"endTime":972.52,"body":"saying that there's any other"},{"speaker":"Aaron Bock","startTime":972.52,"endTime":976.09,"body":"systems that are not great."},{"speaker":"Aaron Bock","startTime":972.52,"endTime":976.09,"body":"They're probably just just as"},{"speaker":"Aaron Bock","startTime":976.09,"endTime":978.67,"body":"good. It's just, you know, why"},{"speaker":"Aaron Bock","startTime":976.09,"endTime":978.67,"body":"did why does a company pick"},{"speaker":"Aaron Bock","startTime":978.67,"endTime":979.9,"body":"Salesforce over another?"},{"speaker":"Jim Marascio","startTime":979.0,"endTime":981.951,"body":"I think, first and"},{"speaker":"Jim Marascio","startTime":979.0,"endTime":981.951,"body":"foremost, it's the market"},{"speaker":"Jim Marascio","startTime":982.018,"endTime":986.111,"body":"leader, it has a proven track"},{"speaker":"Jim Marascio","startTime":982.018,"endTime":986.111,"body":"record over decades of evolving"},{"speaker":"Jim Marascio","startTime":986.178,"endTime":990.404,"body":"into what it is today. And it's,"},{"speaker":"Jim Marascio","startTime":986.178,"endTime":990.404,"body":"it's, you know, I wouldn't say"},{"speaker":"Jim Marascio","startTime":990.471,"endTime":994.497,"body":"the de facto standard, there's"},{"speaker":"Jim Marascio","startTime":990.471,"endTime":994.497,"body":"some really good alternatives"},{"speaker":"Jim Marascio","startTime":994.564,"endTime":998.656,"body":"out there, Microsoft and SAP,"},{"speaker":"Jim Marascio","startTime":994.564,"endTime":998.656,"body":"and what you'll find is some of"},{"speaker":"Jim Marascio","startTime":998.723,"endTime":1002.413,"body":"the bigger ones, are built and"},{"speaker":"Jim Marascio","startTime":998.723,"endTime":1002.413,"body":"designed to run in large"},{"speaker":"Jim Marascio","startTime":1002.48,"endTime":1006.371,"body":"enterprises. And very large"},{"speaker":"Jim Marascio","startTime":1002.48,"endTime":1006.371,"body":"enterprises, you know, billion"},{"speaker":"Jim Marascio","startTime":1006.438,"endTime":1010.598,"body":"dollar plus companies. And most"},{"speaker":"Jim Marascio","startTime":1006.438,"endTime":1010.598,"body":"of the businesses in the world"},{"speaker":"Jim Marascio","startTime":1010.665,"endTime":1014.086,"body":"aren't billion dollar"},{"speaker":"Jim Marascio","startTime":1010.665,"endTime":1014.086,"body":"businesses. And so bringing a"},{"speaker":"Jim Marascio","startTime":1014.153,"endTime":1018.38,"body":"tool that's designed to work in"},{"speaker":"Jim Marascio","startTime":1014.153,"endTime":1018.38,"body":"an organization like that, down"},{"speaker":"Jim Marascio","startTime":1018.447,"endTime":1022.137,"body":"into a smaller midsize business"},{"speaker":"Jim Marascio","startTime":1018.447,"endTime":1022.137,"body":"is sometimes incredibly"},{"speaker":"Jim Marascio","startTime":1022.204,"endTime":1026.095,"body":"expensive, overkill, more"},{"speaker":"Jim Marascio","startTime":1022.204,"endTime":1026.095,"body":"complex than it needs to be. And"},{"speaker":"Jim Marascio","startTime":1026.162,"endTime":1030.322,"body":"so Salesforce has built a really"},{"speaker":"Jim Marascio","startTime":1026.162,"endTime":1030.322,"body":"solid platform that works and"},{"speaker":"Jim Marascio","startTime":1030.389,"endTime":1034.078,"body":"kind of grows with you. So it's"},{"speaker":"Jim Marascio","startTime":1030.389,"endTime":1034.078,"body":"so there are fortune 50"},{"speaker":"Jim Marascio","startTime":1034.146,"endTime":1038.037,"body":"companies, in fact, probably"},{"speaker":"Jim Marascio","startTime":1034.146,"endTime":1038.037,"body":"most fortune 50 companies use"},{"speaker":"Jim Marascio","startTime":1038.104,"endTime":1042.33,"body":"Salesforce, but you'll find that"},{"speaker":"Jim Marascio","startTime":1038.104,"endTime":1042.33,"body":"most $3 million companies that"},{"speaker":"Jim Marascio","startTime":1042.397,"endTime":1046.423,"body":"are using a CRM use Salesforce"},{"speaker":"Jim Marascio","startTime":1042.397,"endTime":1046.423,"body":"is well. So it's the it's the"},{"speaker":"Jim Marascio","startTime":1046.49,"endTime":1050.515,"body":"market leader. It's designed and"},{"speaker":"Jim Marascio","startTime":1046.49,"endTime":1050.515,"body":"built in such a way that it"},{"speaker":"Jim Marascio","startTime":1050.582,"endTime":1054.876,"body":"integrates very well, with other"},{"speaker":"Jim Marascio","startTime":1050.582,"endTime":1054.876,"body":"systems, there are a ton of out"},{"speaker":"Jim Marascio","startTime":1054.943,"endTime":1058.901,"body":"of the box tools to connect it"},{"speaker":"Jim Marascio","startTime":1054.943,"endTime":1058.901,"body":"to other platforms, which is"},{"speaker":"Jim Marascio","startTime":1058.968,"endTime":1062.859,"body":"really important. If you're"},{"speaker":"Jim Marascio","startTime":1058.968,"endTime":1062.859,"body":"sending an email from Outlook,"},{"speaker":"Jim Marascio","startTime":1062.926,"endTime":1067.018,"body":"you're sending an email from"},{"speaker":"Jim Marascio","startTime":1062.926,"endTime":1067.018,"body":"Gmail, and you want to make sure"},{"speaker":"Jim Marascio","startTime":1067.086,"endTime":1071.379,"body":"that that gets recorded. And in"},{"speaker":"Jim Marascio","startTime":1067.086,"endTime":1071.379,"body":"your database. You know, it's an"},{"speaker":"Jim Marascio","startTime":1071.446,"endTime":1075.606,"body":"out of the box plugin. And so"},{"speaker":"Jim Marascio","startTime":1071.446,"endTime":1075.606,"body":"there's little things like that,"},{"speaker":"Jim Marascio","startTime":1075.673,"endTime":1079.899,"body":"that they've done a really good"},{"speaker":"Jim Marascio","startTime":1075.673,"endTime":1079.899,"body":"job building the platform. With"},{"speaker":"Jim Marascio","startTime":1079.966,"endTime":1084.059,"body":"integrations and APIs in mind,"},{"speaker":"Jim Marascio","startTime":1079.966,"endTime":1084.059,"body":"there's the current version of"},{"speaker":"Jim Marascio","startTime":1084.126,"endTime":1088.218,"body":"Salesforce is called lightning."},{"speaker":"Jim Marascio","startTime":1084.126,"endTime":1088.218,"body":"And the lightning version was"},{"speaker":"Jim Marascio","startTime":1088.285,"endTime":1092.445,"body":"built as an API first tool. So"},{"speaker":"Jim Marascio","startTime":1088.285,"endTime":1092.445,"body":"it was designed with everything"},{"speaker":"Jim Marascio","startTime":1092.512,"endTime":1096.738,"body":"in the data being able to go in"},{"speaker":"Jim Marascio","startTime":1092.512,"endTime":1096.738,"body":"or out through some very simple"},{"speaker":"Jim Marascio","startTime":1096.805,"endTime":1100.763,"body":"tools. The other big benefit of"},{"speaker":"Jim Marascio","startTime":1096.805,"endTime":1100.763,"body":"Salesforce is it was really"},{"speaker":"Jim Marascio","startTime":1100.831,"endTime":1104.856,"body":"designed as a low code, no code"},{"speaker":"Jim Marascio","startTime":1100.831,"endTime":1104.856,"body":"tool, meaning that you don't"},{"speaker":"Jim Marascio","startTime":1104.923,"endTime":1108.948,"body":"necessarily need a software"},{"speaker":"Jim Marascio","startTime":1104.923,"endTime":1108.948,"body":"developer, to configure it or to"},{"speaker":"Jim Marascio","startTime":1109.015,"endTime":1113.108,"body":"integrate it with other systems."},{"speaker":"Jim Marascio","startTime":1109.015,"endTime":1113.108,"body":"Much of it can be done by an"},{"speaker":"Jim Marascio","startTime":1113.175,"endTime":1117.2,"body":"administrator who's trained"},{"speaker":"Jim Marascio","startTime":1113.175,"endTime":1117.2,"body":"properly. Now the result of that"},{"speaker":"Jim Marascio","startTime":1117.267,"endTime":1121.091,"body":"is it's highly complex, because"},{"speaker":"Jim Marascio","startTime":1117.267,"endTime":1121.091,"body":"there are so many ways to"},{"speaker":"Jim Marascio","startTime":1121.158,"endTime":1125.116,"body":"configure it. But it doesn't"},{"speaker":"Jim Marascio","startTime":1121.158,"endTime":1125.116,"body":"necessarily require a software"},{"speaker":"Jim Marascio","startTime":1125.183,"endTime":1129.276,"body":"engineer to do that. And when"},{"speaker":"Jim Marascio","startTime":1125.183,"endTime":1129.276,"body":"you do want to do things beyond"},{"speaker":"Jim Marascio","startTime":1129.343,"endTime":1132.966,"body":"what can be done through"},{"speaker":"Jim Marascio","startTime":1129.343,"endTime":1132.966,"body":"standard, no code or low code"},{"speaker":"Jim Marascio","startTime":1133.033,"endTime":1136.655,"body":"configurations, there's API's,"},{"speaker":"Jim Marascio","startTime":1133.033,"endTime":1136.655,"body":"again, that application"},{"speaker":"Jim Marascio","startTime":1136.722,"endTime":1140.748,"body":"programming interfaces that"},{"speaker":"Jim Marascio","startTime":1136.722,"endTime":1140.748,"body":"allow data to be exchanged, with"},{"speaker":"Jim Marascio","startTime":1140.815,"endTime":1145.108,"body":"other systems bidirectionally so"},{"speaker":"Jim Marascio","startTime":1140.815,"endTime":1145.108,"body":"data flowing in or out that you"},{"speaker":"Jim Marascio","startTime":1145.175,"endTime":1148.932,"body":"can bring in Salesforce"},{"speaker":"Jim Marascio","startTime":1145.175,"endTime":1148.932,"body":"developers that can then work to"},{"speaker":"Jim Marascio","startTime":1148.999,"endTime":1153.159,"body":"make sure that that all works."},{"speaker":"Jim Marascio","startTime":1148.999,"endTime":1153.159,"body":"So they built a really flexible"},{"speaker":"Jim Marascio","startTime":1153.226,"endTime":1155.91,"body":"platform that scales"},{"speaker":"Jim Marascio","startTime":1153.226,"endTime":1155.91,"body":"exceptionally well."},{"speaker":"Aaron Bock","startTime":1155.96,"endTime":1157.82,"body":"Yeah, there's a"},{"speaker":"Aaron Bock","startTime":1155.96,"endTime":1157.82,"body":"great book called beyond the"},{"speaker":"Aaron Bock","startTime":1157.82,"endTime":1161.75,"body":"clouds by Marc Benioff, the"},{"speaker":"Aaron Bock","startTime":1157.82,"endTime":1161.75,"body":"founder of Salesforce, if if the"},{"speaker":"Aaron Bock","startTime":1161.75,"endTime":1164.45,"body":"listeners out there have not"},{"speaker":"Aaron Bock","startTime":1161.75,"endTime":1164.45,"body":"heard it, I would recommend it"},{"speaker":"Aaron Bock","startTime":1164.69,"endTime":1168.44,"body":"for more than just understanding"},{"speaker":"Aaron Bock","startTime":1164.69,"endTime":1168.44,"body":"Salesforce. He's a very, the"},{"speaker":"Aaron Bock","startTime":1168.44,"endTime":1171.98,"body":"words leaving me but he donates"},{"speaker":"Aaron Bock","startTime":1168.44,"endTime":1171.98,"body":"a lot of money to charity, and"},{"speaker":"Aaron Bock","startTime":1172.01,"endTime":1175.28,"body":"he's very big on giving. And I"},{"speaker":"Aaron Bock","startTime":1172.01,"endTime":1175.28,"body":"think that's how Salesforce"},{"speaker":"Aaron Bock","startTime":1175.28,"endTime":1177.83,"body":"started. So it's a really cool"},{"speaker":"Aaron Bock","startTime":1175.28,"endTime":1177.83,"body":"story. Before we get too far"},{"speaker":"Aaron Bock","startTime":1177.83,"endTime":1180.68,"body":"into Salesforce, you mentioned"},{"speaker":"Aaron Bock","startTime":1177.83,"endTime":1180.68,"body":"you know, the small businesses"},{"speaker":"Aaron Bock","startTime":1180.68,"endTime":1184.31,"body":"is where you see the 12% growth."},{"speaker":"Aaron Bock","startTime":1180.68,"endTime":1184.31,"body":"For let's start with those small"},{"speaker":"Aaron Bock","startTime":1184.31,"endTime":1188.9,"body":"businesses who may not be using"},{"speaker":"Aaron Bock","startTime":1184.31,"endTime":1188.9,"body":"a CRM today, whether it's"},{"speaker":"Aaron Bock","startTime":1188.9,"endTime":1192.2,"body":"Salesforce or like you said,"},{"speaker":"Aaron Bock","startTime":1188.9,"endTime":1192.2,"body":"Microsoft or another one, why"},{"speaker":"Aaron Bock","startTime":1192.2,"endTime":1195.71,"body":"would you tell someone to use"},{"speaker":"Aaron Bock","startTime":1192.2,"endTime":1195.71,"body":"what's the importance of using a"},{"speaker":"Aaron Bock","startTime":1195.71,"endTime":1199.1,"body":"CRM if you were talking to a"},{"speaker":"Aaron Bock","startTime":1195.71,"endTime":1199.1,"body":"business owner who didn't?"},{"speaker":"Jim Marascio","startTime":1199.24,"endTime":1201.25,"body":"Sure How I think"},{"speaker":"Jim Marascio","startTime":1199.24,"endTime":1201.25,"body":"the first thing I touched on"},{"speaker":"Jim Marascio","startTime":1201.25,"endTime":1205.6,"body":"earlier, which is siloed data,"},{"speaker":"Jim Marascio","startTime":1201.25,"endTime":1205.6,"body":"it's important to have all of"},{"speaker":"Jim Marascio","startTime":1205.6,"endTime":1210.04,"body":"your data in one place, so that"},{"speaker":"Jim Marascio","startTime":1205.6,"endTime":1210.04,"body":"you can react and respond to"},{"speaker":"Jim Marascio","startTime":1210.04,"endTime":1213.19,"body":"your clients in the market"},{"speaker":"Jim Marascio","startTime":1210.04,"endTime":1213.19,"body":"needs. So that you can make"},{"speaker":"Jim Marascio","startTime":1213.19,"endTime":1216.61,"body":"decisions through reporting and"},{"speaker":"Jim Marascio","startTime":1213.19,"endTime":1216.61,"body":"dashboards that allow you to"},{"speaker":"Jim Marascio","startTime":1216.61,"endTime":1219.52,"body":"really understand what's"},{"speaker":"Jim Marascio","startTime":1216.61,"endTime":1219.52,"body":"happening within your business."},{"speaker":"Jim Marascio","startTime":1219.85,"endTime":1222.73,"body":"And if you've got disparate"},{"speaker":"Jim Marascio","startTime":1219.85,"endTime":1222.73,"body":"information all around the"},{"speaker":"Jim Marascio","startTime":1222.73,"endTime":1225.49,"body":"organization that isn't, that"},{"speaker":"Jim Marascio","startTime":1222.73,"endTime":1225.49,"body":"can't be aggregated into one"},{"speaker":"Jim Marascio","startTime":1225.49,"endTime":1230.77,"body":"place, and then reported on it's"},{"speaker":"Jim Marascio","startTime":1225.49,"endTime":1230.77,"body":"very difficult to not only just"},{"speaker":"Jim Marascio","startTime":1230.8,"endTime":1233.47,"body":"manage kind of the day to day,"},{"speaker":"Jim Marascio","startTime":1230.8,"endTime":1233.47,"body":"but really see insights that are"},{"speaker":"Jim Marascio","startTime":1233.47,"endTime":1236.83,"body":"going to help you move forward."},{"speaker":"Jim Marascio","startTime":1233.47,"endTime":1236.83,"body":"So I think that's first and"},{"speaker":"Jim Marascio","startTime":1236.83,"endTime":1241.3,"body":"foremost is kind of centralizing"},{"speaker":"Jim Marascio","startTime":1236.83,"endTime":1241.3,"body":"your data, so that everybody's"},{"speaker":"Jim Marascio","startTime":1241.3,"endTime":1245.32,"body":"going to one place, or maybe not"},{"speaker":"Jim Marascio","startTime":1241.3,"endTime":1245.32,"body":"going to one place, but they're"},{"speaker":"Jim Marascio","startTime":1245.32,"endTime":1248.23,"body":"accessing the data ultimately"},{"speaker":"Jim Marascio","startTime":1245.32,"endTime":1248.23,"body":"from one place because of"},{"speaker":"Jim Marascio","startTime":1248.23,"endTime":1252.1,"body":"integration. So as an example,"},{"speaker":"Jim Marascio","startTime":1248.23,"endTime":1252.1,"body":"if your salespeople are"},{"speaker":"Jim Marascio","startTime":1252.1,"endTime":1255.94,"body":"collecting certain data during"},{"speaker":"Jim Marascio","startTime":1252.1,"endTime":1255.94,"body":"the sales process, and pre sales"},{"speaker":"Jim Marascio","startTime":1255.94,"endTime":1259.21,"body":"process, and then you close a"},{"speaker":"Jim Marascio","startTime":1255.94,"endTime":1259.21,"body":"deal, very often that customer"},{"speaker":"Jim Marascio","startTime":1259.21,"endTime":1263.95,"body":"data is needed to service with"},{"speaker":"Jim Marascio","startTime":1259.21,"endTime":1263.95,"body":"either a product or a service to"},{"speaker":"Jim Marascio","startTime":1263.95,"endTime":1267.07,"body":"provide whatever it is your"},{"speaker":"Jim Marascio","startTime":1263.95,"endTime":1267.07,"body":"business is doing that a lot of"},{"speaker":"Jim Marascio","startTime":1267.07,"endTime":1270.67,"body":"that same data is needed."},{"speaker":"Jim Marascio","startTime":1267.07,"endTime":1270.67,"body":"Likewise, you if you're a"},{"speaker":"Jim Marascio","startTime":1270.67,"endTime":1272.83,"body":"service related business,"},{"speaker":"Jim Marascio","startTime":1270.67,"endTime":1272.83,"body":"there's probably some support"},{"speaker":"Jim Marascio","startTime":1272.83,"endTime":1276.28,"body":"element to what you're doing."},{"speaker":"Jim Marascio","startTime":1272.83,"endTime":1276.28,"body":"And that data carries through."},{"speaker":"Jim Marascio","startTime":1276.28,"endTime":1279.16,"body":"So what you'll find is a lot of"},{"speaker":"Jim Marascio","startTime":1276.28,"endTime":1279.16,"body":"data kind of flows back and"},{"speaker":"Jim Marascio","startTime":1279.16,"endTime":1282.22,"body":"forth through the business, then"},{"speaker":"Jim Marascio","startTime":1279.16,"endTime":1282.22,"body":"it goes to finance because"},{"speaker":"Jim Marascio","startTime":1282.25,"endTime":1284.89,"body":"invoices need to be paid. And"},{"speaker":"Jim Marascio","startTime":1282.25,"endTime":1284.89,"body":"then somebody doesn't pay an"},{"speaker":"Jim Marascio","startTime":1284.89,"endTime":1288.1,"body":"invoice, you need to know who to"},{"speaker":"Jim Marascio","startTime":1284.89,"endTime":1288.1,"body":"contact or connect to to collect"},{"speaker":"Jim Marascio","startTime":1288.1,"endTime":1291.34,"body":"from, and whatnot. So you'll"},{"speaker":"Jim Marascio","startTime":1288.1,"endTime":1291.34,"body":"start seeing that there's a lot"},{"speaker":"Jim Marascio","startTime":1291.34,"endTime":1294.64,"body":"of common data that especially"},{"speaker":"Jim Marascio","startTime":1291.34,"endTime":1294.64,"body":"with smaller businesses, is"},{"speaker":"Jim Marascio","startTime":1294.64,"endTime":1298.21,"body":"replicated throughout the"},{"speaker":"Jim Marascio","startTime":1294.64,"endTime":1298.21,"body":"organization, then somebody"},{"speaker":"Jim Marascio","startTime":1298.36,"endTime":1301.72,"body":"changes in your client's"},{"speaker":"Jim Marascio","startTime":1298.36,"endTime":1301.72,"body":"business, and you don't have an"},{"speaker":"Jim Marascio","startTime":1301.72,"endTime":1304.12,"body":"accurate record throughout your"},{"speaker":"Jim Marascio","startTime":1301.72,"endTime":1304.12,"body":"business. So you don't know who"},{"speaker":"Jim Marascio","startTime":1304.12,"endTime":1307.21,"body":"to contact when there's a"},{"speaker":"Jim Marascio","startTime":1304.12,"endTime":1307.21,"body":"support issue, or the client"},{"speaker":"Jim Marascio","startTime":1307.21,"endTime":1309.49,"body":"calls you and you don't have any"},{"speaker":"Jim Marascio","startTime":1307.21,"endTime":1309.49,"body":"idea who they are, even though"},{"speaker":"Jim Marascio","startTime":1309.49,"endTime":1313.3,"body":"somebody else in your business"},{"speaker":"Jim Marascio","startTime":1309.49,"endTime":1313.3,"body":"does know who you are. And that"},{"speaker":"Jim Marascio","startTime":1313.33,"endTime":1317.11,"body":"ends up creating a poor customer"},{"speaker":"Jim Marascio","startTime":1313.33,"endTime":1317.11,"body":"service experience for your"},{"speaker":"Jim Marascio","startTime":1317.11,"endTime":1321.73,"body":"client. And so it's really"},{"speaker":"Jim Marascio","startTime":1317.11,"endTime":1321.73,"body":"important to centralize that"},{"speaker":"Jim Marascio","startTime":1321.73,"endTime":1325.45,"body":"data and provide access and in"},{"speaker":"Jim Marascio","startTime":1321.73,"endTime":1325.45,"body":"the Salesforce proliance, they,"},{"speaker":"Jim Marascio","startTime":1325.6,"endTime":1329.02,"body":"they talk about a 360 degree"},{"speaker":"Jim Marascio","startTime":1325.6,"endTime":1329.02,"body":"customer view. And so it's"},{"speaker":"Jim Marascio","startTime":1329.02,"endTime":1332.47,"body":"really important for all of you"},{"speaker":"Jim Marascio","startTime":1329.02,"endTime":1332.47,"body":"every area of your business, to"},{"speaker":"Jim Marascio","startTime":1332.47,"endTime":1337.57,"body":"have that same 360 view of the"},{"speaker":"Jim Marascio","startTime":1332.47,"endTime":1337.57,"body":"customer so that you can service"},{"speaker":"Jim Marascio","startTime":1337.57,"endTime":1341.89,"body":"them. And hopefully, for"},{"speaker":"Jim Marascio","startTime":1337.57,"endTime":1341.89,"body":"business owners grow those"},{"speaker":"Jim Marascio","startTime":1341.89,"endTime":1342.4,"body":"businesses,"},{"speaker":"Aaron Bock","startTime":1342.45,"endTime":1344.94,"body":"You mentioned, you"},{"speaker":"Aaron Bock","startTime":1342.45,"endTime":1344.94,"body":"know, the customer experience."},{"speaker":"Aaron Bock","startTime":1344.94,"endTime":1348.15,"body":"And we'll get back to that"},{"speaker":"Aaron Bock","startTime":1344.94,"endTime":1348.15,"body":"because that's a theme. I mean,"},{"speaker":"Aaron Bock","startTime":1348.42,"endTime":1351.9,"body":"we talk with a lot of companies"},{"speaker":"Aaron Bock","startTime":1348.42,"endTime":1351.9,"body":"all across the country. And one"},{"speaker":"Aaron Bock","startTime":1351.9,"endTime":1355.86,"body":"thing we hear a lot is, I want"},{"speaker":"Aaron Bock","startTime":1351.9,"endTime":1355.86,"body":"to be able to give the Domino's"},{"speaker":"Aaron Bock","startTime":1356.01,"endTime":1360.15,"body":"oven pizza oven experience to my"},{"speaker":"Aaron Bock","startTime":1356.01,"endTime":1360.15,"body":"customers in whatever industry,"},{"speaker":"Aaron Bock","startTime":1360.15,"endTime":1362.85,"body":"meaning, if you guys have ever"},{"speaker":"Aaron Bock","startTime":1360.15,"endTime":1362.85,"body":"ordered a Domino's Pizza out"},{"speaker":"Aaron Bock","startTime":1362.85,"endTime":1366.63,"body":"there, you can order it, you can"},{"speaker":"Aaron Bock","startTime":1362.85,"endTime":1366.63,"body":"track it on the app. But while"},{"speaker":"Aaron Bock","startTime":1366.63,"endTime":1369.45,"body":"it's cool to you that you can"},{"speaker":"Aaron Bock","startTime":1366.63,"endTime":1369.45,"body":"see your pizza go in, and"},{"speaker":"Aaron Bock","startTime":1369.45,"endTime":1372.78,"body":"there's a cartoon of the guy"},{"speaker":"Aaron Bock","startTime":1369.45,"endTime":1372.78,"body":"making it etc. They're tracking"},{"speaker":"Aaron Bock","startTime":1372.78,"endTime":1375.57,"body":"your information all along the"},{"speaker":"Aaron Bock","startTime":1372.78,"endTime":1375.57,"body":"way. They see your history of"},{"speaker":"Aaron Bock","startTime":1375.57,"endTime":1377.94,"body":"ordering pizzas, they know you"},{"speaker":"Aaron Bock","startTime":1375.57,"endTime":1377.94,"body":"like pepperoni pizza on"},{"speaker":"Aaron Bock","startTime":1377.94,"endTime":1381.81,"body":"Wednesday night, and so they can"},{"speaker":"Aaron Bock","startTime":1377.94,"endTime":1381.81,"body":"send targeted ads. So there's a"},{"speaker":"Aaron Bock","startTime":1381.81,"endTime":1386.58,"body":"lot behind the scenes. Jim, a"},{"speaker":"Aaron Bock","startTime":1381.81,"endTime":1386.58,"body":"stat that I read it was on, I"},{"speaker":"Aaron Bock","startTime":1386.58,"endTime":1390.63,"body":"think it was on crm.org or"},{"speaker":"Aaron Bock","startTime":1386.58,"endTime":1390.63,"body":"something like that, as of 2011,"},{"speaker":"Aaron Bock","startTime":1390.66,"endTime":1397.98,"body":"the ROI for every dollar spent"},{"speaker":"Aaron Bock","startTime":1390.66,"endTime":1397.98,"body":"on a CRM was 560%. So $5.60 On"},{"speaker":"Aaron Bock","startTime":1398.01,"endTime":1401.16,"body":"$1, you would earn more by"},{"speaker":"Aaron Bock","startTime":1398.01,"endTime":1401.16,"body":"investing in a CRM, they're"},{"speaker":"Aaron Bock","startTime":1401.16,"endTime":1406.44,"body":"saying that the number now is"},{"speaker":"Aaron Bock","startTime":1401.16,"endTime":1406.44,"body":"like $8.71 is can be up up to 30"},{"speaker":"Aaron Bock","startTime":1406.44,"endTime":1410.25,"body":"to one meaning you're gonna"},{"speaker":"Aaron Bock","startTime":1406.44,"endTime":1410.25,"body":"make, you know, $30 for every $1"},{"speaker":"Aaron Bock","startTime":1410.28,"endTime":1413.43,"body":"you spend on CRM, and I think"},{"speaker":"Aaron Bock","startTime":1410.28,"endTime":1413.43,"body":"that goes back to the point you"},{"speaker":"Aaron Bock","startTime":1413.43,"endTime":1416.85,"body":"mentioned around data, like"},{"speaker":"Aaron Bock","startTime":1413.43,"endTime":1416.85,"body":"knowing your data, understanding"},{"speaker":"Aaron Bock","startTime":1416.85,"endTime":1421.05,"body":"your data, having your data in"},{"speaker":"Aaron Bock","startTime":1416.85,"endTime":1421.05,"body":"one one place. So let's kind of"},{"speaker":"Aaron Bock","startTime":1421.05,"endTime":1425.28,"body":"get into Salesforce from those"},{"speaker":"Aaron Bock","startTime":1421.05,"endTime":1425.28,"body":"stats. So sure, you know, like,"},{"speaker":"Aaron Bock","startTime":1425.76,"endTime":1429.03,"body":"when you talk about, you know,"},{"speaker":"Aaron Bock","startTime":1425.76,"endTime":1429.03,"body":"custom development and the"},{"speaker":"Aaron Bock","startTime":1429.03,"endTime":1434.31,"body":"importance of data. What is a"},{"speaker":"Aaron Bock","startTime":1429.03,"endTime":1434.31,"body":"trend that you see that is"},{"speaker":"Aaron Bock","startTime":1434.67,"endTime":1438.84,"body":"starting to happen in CRM within"},{"speaker":"Aaron Bock","startTime":1434.67,"endTime":1438.84,"body":"Salesforce? It's a trend or it's"},{"speaker":"Aaron Bock","startTime":1438.84,"endTime":1442.11,"body":"something you're seeing more of,"},{"speaker":"Aaron Bock","startTime":1438.84,"endTime":1442.11,"body":"and besides just you know, the"},{"speaker":"Aaron Bock","startTime":1442.11,"endTime":1444.39,"body":"importance of data, what is the"},{"speaker":"Aaron Bock","startTime":1442.11,"endTime":1444.39,"body":"trend out there that you're"},{"speaker":"Aaron Bock","startTime":1444.39,"endTime":1447.27,"body":"seeing it that you think we'll"},{"speaker":"Aaron Bock","startTime":1444.39,"endTime":1447.27,"body":"see more of in the coming years?"},{"speaker":"Jim Marascio","startTime":1447.3,"endTime":1450.27,"body":"Yeah, it was"},{"speaker":"Jim Marascio","startTime":1447.3,"endTime":1450.27,"body":"really interesting report, and I"},{"speaker":"Jim Marascio","startTime":1450.27,"endTime":1455.07,"body":"can share it if you want to post"},{"speaker":"Jim Marascio","startTime":1450.27,"endTime":1455.07,"body":"the link to it later. Literally"},{"speaker":"Jim Marascio","startTime":1455.07,"endTime":1457.98,"body":"last Friday. So we're talking"},{"speaker":"Jim Marascio","startTime":1455.07,"endTime":1457.98,"body":"this thing's a couple of days"},{"speaker":"Jim Marascio","startTime":1457.98,"endTime":1467.49,"body":"old. Pulse and Salesforce did a"},{"speaker":"Jim Marascio","startTime":1457.98,"endTime":1467.49,"body":"survey of 500 CIOs globally, of"},{"speaker":"Jim Marascio","startTime":1467.49,"endTime":1471.81,"body":"businesses with more than 1000"},{"speaker":"Jim Marascio","startTime":1467.49,"endTime":1471.81,"body":"employees. So good size"},{"speaker":"Jim Marascio","startTime":1471.81,"endTime":1474.69,"body":"businesses, not necessarily"},{"speaker":"Jim Marascio","startTime":1471.81,"endTime":1474.69,"body":"gargantuan businesses, but good"},{"speaker":"Jim Marascio","startTime":1474.69,"endTime":1477.15,"body":"sized businesses, and around the"},{"speaker":"Jim Marascio","startTime":1474.69,"endTime":1477.15,"body":"globe. So this isn't"},{"speaker":"Jim Marascio","startTime":1477.15,"endTime":1479.49,"body":"representative of a certain"},{"speaker":"Jim Marascio","startTime":1477.15,"endTime":1479.49,"body":"region of the United States or"},{"speaker":"Jim Marascio","startTime":1479.49,"endTime":1483.42,"body":"even the United States. It's a"},{"speaker":"Jim Marascio","startTime":1479.49,"endTime":1483.42,"body":"global thing. And one of the"},{"speaker":"Jim Marascio","startTime":1483.42,"endTime":1487.62,"body":"things that they saw change is"},{"speaker":"Jim Marascio","startTime":1483.42,"endTime":1487.62,"body":"related to the great"},{"speaker":"Jim Marascio","startTime":1487.62,"endTime":1491.19,"body":"resignation. So we've all been"},{"speaker":"Jim Marascio","startTime":1487.62,"endTime":1491.19,"body":"hearing about people leaving"},{"speaker":"Jim Marascio","startTime":1491.19,"endTime":1494.55,"body":"businesses and what's going on"},{"speaker":"Jim Marascio","startTime":1491.19,"endTime":1494.55,"body":"and it's created this enormous"},{"speaker":"Jim Marascio","startTime":1494.7,"endTime":1499.29,"body":"challenge for businesses because"},{"speaker":"Jim Marascio","startTime":1494.7,"endTime":1499.29,"body":"when people leave the"},{"speaker":"Jim Marascio","startTime":1499.29,"endTime":1503.16,"body":"information in their minds"},{"speaker":"Jim Marascio","startTime":1499.29,"endTime":1503.16,"body":"leaves, and so trying to"},{"speaker":"Jim Marascio","startTime":1503.19,"endTime":1506.88,"body":"automate workflows to do more"},{"speaker":"Jim Marascio","startTime":1503.19,"endTime":1506.88,"body":"with less because we can't hire."},{"speaker":"Jim Marascio","startTime":1507.03,"endTime":1509.64,"body":"Because there's staffing"},{"speaker":"Jim Marascio","startTime":1507.03,"endTime":1509.64,"body":"shortages, especially in the"},{"speaker":"Jim Marascio","startTime":1509.64,"endTime":1513.9,"body":"tech space, and trying to"},{"speaker":"Jim Marascio","startTime":1509.64,"endTime":1513.9,"body":"utilize data better to make"},{"speaker":"Jim Marascio","startTime":1513.9,"endTime":1518.13,"body":"decisions so that when people"},{"speaker":"Jim Marascio","startTime":1513.9,"endTime":1518.13,"body":"leave the knowledge that's in"},{"speaker":"Jim Marascio","startTime":1518.13,"endTime":1520.65,"body":"their minds doesn't go with"},{"speaker":"Jim Marascio","startTime":1518.13,"endTime":1520.65,"body":"that. I mean, it goes with them,"},{"speaker":"Jim Marascio","startTime":1520.65,"endTime":1523.71,"body":"but it's still within the"},{"speaker":"Jim Marascio","startTime":1520.65,"endTime":1523.71,"body":"business has become a huge"},{"speaker":"Jim Marascio","startTime":1523.71,"endTime":1527.52,"body":"priority. And that was one of"},{"speaker":"Jim Marascio","startTime":1523.71,"endTime":1527.52,"body":"the things one of the trends"},{"speaker":"Jim Marascio","startTime":1527.67,"endTime":1532.08,"body":"that was new this year, compared"},{"speaker":"Jim Marascio","startTime":1527.67,"endTime":1532.08,"body":"to the same survey a year ago."},{"speaker":"Jim Marascio","startTime":1532.08,"endTime":1534.81,"body":"So that's just one example that"},{"speaker":"Jim Marascio","startTime":1532.08,"endTime":1534.81,"body":"some other things that came out"},{"speaker":"Jim Marascio","startTime":1534.81,"endTime":1537.27,"body":"of it, but that one was one that"},{"speaker":"Jim Marascio","startTime":1534.81,"endTime":1537.27,"body":"really jumped out at me, because"},{"speaker":"Jim Marascio","startTime":1537.27,"endTime":1540.48,"body":"I've heard so much of quiet,"},{"speaker":"Jim Marascio","startTime":1537.27,"endTime":1540.48,"body":"quitting, and great resignation"},{"speaker":"Jim Marascio","startTime":1540.48,"endTime":1543.39,"body":"and whatnot over the last 90"},{"speaker":"Jim Marascio","startTime":1540.48,"endTime":1543.39,"body":"days, it really made a ton of"},{"speaker":"Jim Marascio","startTime":1543.39,"endTime":1543.9,"body":"sense."},{"speaker":"Aaron Bock","startTime":1544.53,"endTime":1548.73,"body":"Gotcha. What about I"},{"speaker":"Aaron Bock","startTime":1544.53,"endTime":1548.73,"body":"guess, maybe on the trend, but"},{"speaker":"Aaron Bock","startTime":1548.76,"endTime":1552.36,"body":"maybe in your experience, or"},{"speaker":"Aaron Bock","startTime":1548.76,"endTime":1552.36,"body":"from things you've read, like,"},{"speaker":"Aaron Bock","startTime":1552.36,"endTime":1556.56,"body":"what are some examples of really"},{"speaker":"Aaron Bock","startTime":1552.36,"endTime":1556.56,"body":"unique use cases that you're"},{"speaker":"Aaron Bock","startTime":1556.56,"endTime":1559.83,"body":"seeing for Salesforce that maybe"},{"speaker":"Aaron Bock","startTime":1556.56,"endTime":1559.83,"body":"weren't seen five to 10 years"},{"speaker":"Aaron Bock","startTime":1559.83,"endTime":1564.63,"body":"ago, or use cases that people"},{"speaker":"Aaron Bock","startTime":1559.83,"endTime":1564.63,"body":"are now starting to solve for"},{"speaker":"Aaron Bock","startTime":1564.63,"endTime":1567.75,"body":"with CRM and Salesforce that"},{"speaker":"Aaron Bock","startTime":1564.63,"endTime":1567.75,"body":"they weren't, you know, however"},{"speaker":"Aaron Bock","startTime":1567.75,"endTime":1568.5,"body":"many years ago?"},{"speaker":"Jim Marascio","startTime":1568.72,"endTime":1571.18,"body":"Sure, I think it"},{"speaker":"Jim Marascio","startTime":1568.72,"endTime":1571.18,"body":"comes back to the data. And it's"},{"speaker":"Jim Marascio","startTime":1571.18,"endTime":1574.69,"body":"not necessarily a Salesforce"},{"speaker":"Jim Marascio","startTime":1571.18,"endTime":1574.69,"body":"thing. Salesforce is one of the"},{"speaker":"Jim Marascio","startTime":1574.69,"endTime":1579.64,"body":"tools but it comes back to the"},{"speaker":"Jim Marascio","startTime":1574.69,"endTime":1579.64,"body":"data, Experian data quality, did"},{"speaker":"Jim Marascio","startTime":1579.64,"endTime":1583.81,"body":"a survey of 1200 organizations a"},{"speaker":"Jim Marascio","startTime":1579.64,"endTime":1583.81,"body":"few months ago, and found that"},{"speaker":"Jim Marascio","startTime":1583.84,"endTime":1590.83,"body":"22%, of contact records included"},{"speaker":"Jim Marascio","startTime":1583.84,"endTime":1590.83,"body":"bad data. So when I needed to"},{"speaker":"Jim Marascio","startTime":1590.83,"endTime":1593.08,"body":"reach out to Aaron, the phone"},{"speaker":"Jim Marascio","startTime":1590.83,"endTime":1593.08,"body":"number was wrong, or the email"},{"speaker":"Jim Marascio","startTime":1593.08,"endTime":1596.92,"body":"was wrong, or Aaron wasn't the"},{"speaker":"Jim Marascio","startTime":1593.08,"endTime":1596.92,"body":"person there anymore. And so"},{"speaker":"Jim Marascio","startTime":1596.95,"endTime":1600.82,"body":"huge trend there around bad"},{"speaker":"Jim Marascio","startTime":1596.95,"endTime":1600.82,"body":"data. And what we're seeing when"},{"speaker":"Jim Marascio","startTime":1600.82,"endTime":1603.43,"body":"we're talking to clients, and"},{"speaker":"Jim Marascio","startTime":1600.82,"endTime":1603.43,"body":"when we're talking to"},{"speaker":"Jim Marascio","startTime":1603.43,"endTime":1607.06,"body":"prospective clients, is"},{"speaker":"Jim Marascio","startTime":1603.43,"endTime":1607.06,"body":"discussions about how do we"},{"speaker":"Jim Marascio","startTime":1607.06,"endTime":1609.31,"body":"improve our data, so we can"},{"speaker":"Jim Marascio","startTime":1607.06,"endTime":1609.31,"body":"create a better customer"},{"speaker":"Jim Marascio","startTime":1609.31,"endTime":1613.3,"body":"experience. So we can make it"},{"speaker":"Jim Marascio","startTime":1609.31,"endTime":1613.3,"body":"easier for our employees to do"},{"speaker":"Jim Marascio","startTime":1613.3,"endTime":1616.45,"body":"whatever it is we're doing as a"},{"speaker":"Jim Marascio","startTime":1613.3,"endTime":1616.45,"body":"business. And so that we just"},{"speaker":"Jim Marascio","startTime":1616.45,"endTime":1620.89,"body":"better understand the market"},{"speaker":"Jim Marascio","startTime":1616.45,"endTime":1620.89,"body":"there, likewise, and another"},{"speaker":"Jim Marascio","startTime":1620.92,"endTime":1627.07,"body":"survey was done of IT leaders."},{"speaker":"Jim Marascio","startTime":1620.92,"endTime":1627.07,"body":"And there's been a lot of for, I"},{"speaker":"Jim Marascio","startTime":1627.07,"endTime":1630.4,"body":"don't know, five years, there's"},{"speaker":"Jim Marascio","startTime":1627.07,"endTime":1630.4,"body":"been a ton of conversation"},{"speaker":"Jim Marascio","startTime":1630.4,"endTime":1633.1,"body":"around digital transformation,"},{"speaker":"Jim Marascio","startTime":1630.4,"endTime":1633.1,"body":"probably longer than five years."},{"speaker":"Jim Marascio","startTime":1633.1,"endTime":1637.81,"body":"But nine out of 10, IT leaders"},{"speaker":"Jim Marascio","startTime":1633.1,"endTime":1637.81,"body":"pointed to what I was talking"},{"speaker":"Jim Marascio","startTime":1637.81,"endTime":1641.56,"body":"about earlier, which is data"},{"speaker":"Jim Marascio","startTime":1637.81,"endTime":1641.56,"body":"silos. So data being disparate"},{"speaker":"Jim Marascio","startTime":1641.56,"endTime":1645.28,"body":"throughout the organization. And"},{"speaker":"Jim Marascio","startTime":1641.56,"endTime":1645.28,"body":"nine out of ten, IT leaders said"},{"speaker":"Jim Marascio","startTime":1645.28,"endTime":1649.36,"body":"that data silos were the biggest"},{"speaker":"Jim Marascio","startTime":1645.28,"endTime":1649.36,"body":"obstacle to performing digital"},{"speaker":"Jim Marascio","startTime":1649.36,"endTime":1652.75,"body":"transformation because their"},{"speaker":"Jim Marascio","startTime":1649.36,"endTime":1652.75,"body":"data isn't in one place, they"},{"speaker":"Jim Marascio","startTime":1652.75,"endTime":1656.44,"body":"can't advance the organization."},{"speaker":"Jim Marascio","startTime":1652.75,"endTime":1656.44,"body":"So the first challenge they have"},{"speaker":"Jim Marascio","startTime":1656.44,"endTime":1661.0,"body":"to do is say, how do we organize"},{"speaker":"Jim Marascio","startTime":1656.44,"endTime":1661.0,"body":"all this data in one place so"},{"speaker":"Jim Marascio","startTime":1661.0,"endTime":1666.4,"body":"that it can be accurately and"},{"speaker":"Jim Marascio","startTime":1661.0,"endTime":1666.4,"body":"adequately shared with various"},{"speaker":"Jim Marascio","startTime":1666.4,"endTime":1669.13,"body":"areas of the business that need"},{"speaker":"Jim Marascio","startTime":1666.4,"endTime":1669.13,"body":"it, and so that we better"},{"speaker":"Jim Marascio","startTime":1669.13,"endTime":1672.64,"body":"understand what we're doing and"},{"speaker":"Jim Marascio","startTime":1669.13,"endTime":1672.64,"body":"how we're doing it. So we can"},{"speaker":"Jim Marascio","startTime":1672.64,"endTime":1677.62,"body":"manage it, there was another"},{"speaker":"Jim Marascio","startTime":1672.64,"endTime":1677.62,"body":"recent stat that I saw from Bain"},{"speaker":"Jim Marascio","startTime":1677.62,"endTime":1682.45,"body":"and Company that said, a five,"},{"speaker":"Jim Marascio","startTime":1677.62,"endTime":1682.45,"body":"if you could increase your"},{"speaker":"Jim Marascio","startTime":1682.45,"endTime":1689.23,"body":"customer retention by 5%, it"},{"speaker":"Jim Marascio","startTime":1682.45,"endTime":1689.23,"body":"would increase your profits by"},{"speaker":"Jim Marascio","startTime":1689.26,"endTime":1694.48,"body":"25%. So it goes back to the"},{"speaker":"Jim Marascio","startTime":1689.26,"endTime":1694.48,"body":"whole adage that it costs less"},{"speaker":"Jim Marascio","startTime":1694.72,"endTime":1697.87,"body":"to grow a client and save a"},{"speaker":"Jim Marascio","startTime":1694.72,"endTime":1697.87,"body":"client than it does to find it"},{"speaker":"Jim Marascio","startTime":1697.9,"endTime":1702.82,"body":"or than the cost of acquiring a"},{"speaker":"Jim Marascio","startTime":1697.9,"endTime":1702.82,"body":"new client or customer. And so"},{"speaker":"Jim Marascio","startTime":1702.85,"endTime":1707.89,"body":"back to the CRM aspect, if you"},{"speaker":"Jim Marascio","startTime":1702.85,"endTime":1707.89,"body":"want good customer retention,"},{"speaker":"Jim Marascio","startTime":1708.19,"endTime":1710.2,"body":"you need to know who that"},{"speaker":"Jim Marascio","startTime":1708.19,"endTime":1710.2,"body":"customer is, you know, how"},{"speaker":"Jim Marascio","startTime":1710.2,"endTime":1715.39,"body":"they're interacting with your"},{"speaker":"Jim Marascio","startTime":1710.2,"endTime":1715.39,"body":"business, and provide the right"},{"speaker":"Jim Marascio","startTime":1715.39,"endTime":1719.26,"body":"tools to your customer service"},{"speaker":"Jim Marascio","startTime":1715.39,"endTime":1719.26,"body":"team, and to your account"},{"speaker":"Jim Marascio","startTime":1719.26,"endTime":1723.97,"body":"managers and whatnot. So it's"},{"speaker":"Jim Marascio","startTime":1719.26,"endTime":1723.97,"body":"really touching all areas of the"},{"speaker":"Jim Marascio","startTime":1723.97,"endTime":1727.57,"body":"business. And if regardless of"},{"speaker":"Jim Marascio","startTime":1723.97,"endTime":1727.57,"body":"what CRM you're using, it's just"},{"speaker":"Jim Marascio","startTime":1727.57,"endTime":1731.44,"body":"important to have good data and"},{"speaker":"Jim Marascio","startTime":1727.57,"endTime":1731.44,"body":"good beta practices. So as we're"},{"speaker":"Jim Marascio","startTime":1731.44,"endTime":1734.71,"body":"again talking with, with"},{"speaker":"Jim Marascio","startTime":1731.44,"endTime":1734.71,"body":"customers, it's as much around"},{"speaker":"Jim Marascio","startTime":1734.92,"endTime":1738.94,"body":"how do we get data from other"},{"speaker":"Jim Marascio","startTime":1734.92,"endTime":1738.94,"body":"business systems into"},{"speaker":"Jim Marascio","startTime":1738.94,"endTime":1742.36,"body":"Salesforce? Or how do we get"},{"speaker":"Jim Marascio","startTime":1738.94,"endTime":1742.36,"body":"data from Salesforce into the"},{"speaker":"Jim Marascio","startTime":1742.36,"endTime":1744.22,"body":"other business systems you're"},{"speaker":"Jim Marascio","startTime":1742.36,"endTime":1744.22,"body":"using? Because sometimes they're"},{"speaker":"Jim Marascio","startTime":1744.22,"endTime":1748.99,"body":"using some other tool for"},{"speaker":"Jim Marascio","startTime":1744.22,"endTime":1748.99,"body":"account management? And so their"},{"speaker":"Jim Marascio","startTime":1748.99,"endTime":1751.81,"body":"Salesforce tools to do that, but"},{"speaker":"Jim Marascio","startTime":1748.99,"endTime":1751.81,"body":"a lot of times there's legacy"},{"speaker":"Jim Marascio","startTime":1751.87,"endTime":1754.54,"body":"systems that a business use. So"},{"speaker":"Jim Marascio","startTime":1751.87,"endTime":1754.54,"body":"how do we exchange the data back"},{"speaker":"Jim Marascio","startTime":1754.54,"endTime":1758.23,"body":"and forth? How can we change"},{"speaker":"Jim Marascio","startTime":1754.54,"endTime":1758.23,"body":"data in one area of the"},{"speaker":"Jim Marascio","startTime":1758.23,"endTime":1762.97,"body":"business? Do we get that the"},{"speaker":"Jim Marascio","startTime":1758.23,"endTime":1762.97,"body":"flow back into the primary place"},{"speaker":"Jim Marascio","startTime":1762.97,"endTime":1765.4,"body":"within the business, which is"},{"speaker":"Jim Marascio","startTime":1762.97,"endTime":1765.4,"body":"probably Salesforce, but if"},{"speaker":"Jim Marascio","startTime":1765.4,"endTime":1768.31,"body":"they're using it, but it doesn't"},{"speaker":"Jim Marascio","startTime":1765.4,"endTime":1768.31,"body":"have to be? But more often than"},{"speaker":"Jim Marascio","startTime":1768.31,"endTime":1773.11,"body":"not, it's the primary place to"},{"speaker":"Jim Marascio","startTime":1768.31,"endTime":1773.11,"body":"go within the business. So we're"},{"speaker":"Jim Marascio","startTime":1773.11,"endTime":1775.99,"body":"working with our customers to do"},{"speaker":"Jim Marascio","startTime":1773.11,"endTime":1775.99,"body":"those things so they can make"},{"speaker":"Jim Marascio","startTime":1775.99,"endTime":1777.64,"body":"better decisions and service"},{"speaker":"Jim Marascio","startTime":1775.99,"endTime":1777.64,"body":"people better."},{"speaker":"Aaron Bock","startTime":1777.93,"endTime":1781.56,"body":"Gotcha. So we talked"},{"speaker":"Aaron Bock","startTime":1777.93,"endTime":1781.56,"body":"a little bit about the smaller"},{"speaker":"Aaron Bock","startTime":1781.56,"endTime":1785.07,"body":"companies and why a CRM and how"},{"speaker":"Aaron Bock","startTime":1781.56,"endTime":1785.07,"body":"they should use it. You've"},{"speaker":"Aaron Bock","startTime":1785.07,"endTime":1789.75,"body":"talked about data silos being a"},{"speaker":"Aaron Bock","startTime":1785.07,"endTime":1789.75,"body":"huge issue today with companies"},{"speaker":"Aaron Bock","startTime":1789.75,"endTime":1792.12,"body":"you know, in a digital"},{"speaker":"Aaron Bock","startTime":1789.75,"endTime":1792.12,"body":"transformation, wanting to see"},{"speaker":"Aaron Bock","startTime":1792.12,"endTime":1795.99,"body":"data in a better, more"},{"speaker":"Aaron Bock","startTime":1792.12,"endTime":1795.99,"body":"consistent manner. I think any"},{"speaker":"Aaron Bock","startTime":1795.99,"endTime":1798.66,"body":"of those folks listening who"},{"speaker":"Aaron Bock","startTime":1795.99,"endTime":1798.66,"body":"have been in IT for a long time"},{"speaker":"Aaron Bock","startTime":1798.66,"endTime":1801.6,"body":"or around IT know that one of"},{"speaker":"Aaron Bock","startTime":1798.66,"endTime":1801.6,"body":"the big problems with a big"},{"speaker":"Aaron Bock","startTime":1801.6,"endTime":1805.65,"body":"system of implementation and in"},{"speaker":"Aaron Bock","startTime":1801.6,"endTime":1805.65,"body":"using it company wide is the is"},{"speaker":"Aaron Bock","startTime":1805.65,"endTime":1809.82,"body":"the actual implementation of the"},{"speaker":"Aaron Bock","startTime":1805.65,"endTime":1809.82,"body":"system. Right? So, you know, do"},{"speaker":"Aaron Bock","startTime":1809.82,"endTime":1812.1,"body":"you use all the modules? Have"},{"speaker":"Aaron Bock","startTime":1809.82,"endTime":1812.1,"body":"you implemented the modules?"},{"speaker":"Aaron Bock","startTime":1812.1,"endTime":1815.13,"body":"Right? Does everyone understand"},{"speaker":"Aaron Bock","startTime":1812.1,"endTime":1815.13,"body":"it? Are users aware of how to"},{"speaker":"Aaron Bock","startTime":1815.13,"endTime":1818.07,"body":"use it? So I know that that's a"},{"speaker":"Aaron Bock","startTime":1815.13,"endTime":1818.07,"body":"huge problem. And I know it's a"},{"speaker":"Aaron Bock","startTime":1818.07,"endTime":1820.59,"body":"huge problem and the bigger the"},{"speaker":"Aaron Bock","startTime":1818.07,"endTime":1820.59,"body":"company, because you have to"},{"speaker":"Aaron Bock","startTime":1820.59,"endTime":1823.89,"body":"make sure that the system is"},{"speaker":"Aaron Bock","startTime":1820.59,"endTime":1823.89,"body":"implemented, right. So maybe you"},{"speaker":"Aaron Bock","startTime":1823.89,"endTime":1825.93,"body":"can speak to that, you know,"},{"speaker":"Aaron Bock","startTime":1823.89,"endTime":1825.93,"body":"what are some of the challenges"},{"speaker":"Aaron Bock","startTime":1825.93,"endTime":1829.47,"body":"there? But then, what I'd be"},{"speaker":"Aaron Bock","startTime":1825.93,"endTime":1829.47,"body":"curious of, and what you see in"},{"speaker":"Aaron Bock","startTime":1829.47,"endTime":1833.04,"body":"your day to day around this is,"},{"speaker":"Aaron Bock","startTime":1829.47,"endTime":1833.04,"body":"what are companies, they're"},{"speaker":"Aaron Bock","startTime":1833.04,"endTime":1835.17,"body":"using Salesforce today and they"},{"speaker":"Aaron Bock","startTime":1833.04,"endTime":1835.17,"body":"think they might be using it"},{"speaker":"Aaron Bock","startTime":1835.17,"endTime":1837.75,"body":"right. But there's just things"},{"speaker":"Aaron Bock","startTime":1835.17,"endTime":1837.75,"body":"that they're doing that are"},{"speaker":"Aaron Bock","startTime":1837.75,"endTime":1840.51,"body":"shooting themselves in the foot"},{"speaker":"Aaron Bock","startTime":1837.75,"endTime":1840.51,"body":"for the future? What are some of"},{"speaker":"Aaron Bock","startTime":1840.51,"endTime":1843.66,"body":"those common things you see, and"},{"speaker":"Aaron Bock","startTime":1840.51,"endTime":1843.66,"body":"and maybe advice for some of"},{"speaker":"Aaron Bock","startTime":1843.66,"endTime":1846.42,"body":"those listeners out there that"},{"speaker":"Aaron Bock","startTime":1843.66,"endTime":1846.42,"body":"are Salesforce administrators,"},{"speaker":"Aaron Bock","startTime":1846.42,"endTime":1848.58,"body":"or in a company using"},{"speaker":"Aaron Bock","startTime":1846.42,"endTime":1848.58,"body":"Salesforce? Like, what are"},{"speaker":"Aaron Bock","startTime":1848.58,"endTime":1851.34,"body":"things they can do on their own"},{"speaker":"Aaron Bock","startTime":1848.58,"endTime":1851.34,"body":"that would help, you know,"},{"speaker":"Aaron Bock","startTime":1851.34,"endTime":1852.51,"body":"prevent some of those things?"},{"speaker":"Jim Marascio","startTime":1852.57,"endTime":1854.13,"body":"Yeah, I think the"},{"speaker":"Jim Marascio","startTime":1852.57,"endTime":1854.13,"body":"first thing you need to"},{"speaker":"Jim Marascio","startTime":1854.13,"endTime":1858.45,"body":"acknowledge is a business isn't"},{"speaker":"Jim Marascio","startTime":1854.13,"endTime":1858.45,"body":"stagnant. It's always evolving,"},{"speaker":"Jim Marascio","startTime":1859.11,"endTime":1862.62,"body":"things are changing either"},{"speaker":"Jim Marascio","startTime":1859.11,"endTime":1862.62,"body":"outside market factors, or"},{"speaker":"Jim Marascio","startTime":1862.62,"endTime":1865.08,"body":"things within the business, your"},{"speaker":"Jim Marascio","startTime":1862.62,"endTime":1865.08,"body":"products evolving, your clients"},{"speaker":"Jim Marascio","startTime":1865.08,"endTime":1870.57,"body":"are changing, the marketplace is"},{"speaker":"Jim Marascio","startTime":1865.08,"endTime":1870.57,"body":"changing. So thinking that you"},{"speaker":"Jim Marascio","startTime":1870.57,"endTime":1875.64,"body":"did something and it's done is"},{"speaker":"Jim Marascio","startTime":1870.57,"endTime":1875.64,"body":"probably a little bit naive. And"},{"speaker":"Jim Marascio","startTime":1875.64,"endTime":1881.13,"body":"it's really important to put in"},{"speaker":"Jim Marascio","startTime":1875.64,"endTime":1881.13,"body":"a solution that's going to be"},{"speaker":"Jim Marascio","startTime":1881.13,"endTime":1884.76,"body":"flexible and scalable for you,"},{"speaker":"Jim Marascio","startTime":1881.13,"endTime":1884.76,"body":"so that you're not constantly"},{"speaker":"Jim Marascio","startTime":1884.76,"endTime":1890.37,"body":"changing everything. But be"},{"speaker":"Jim Marascio","startTime":1884.76,"endTime":1890.37,"body":"prepared to be reviewing it and"},{"speaker":"Jim Marascio","startTime":1890.37,"endTime":1894.03,"body":"looking at how your business is"},{"speaker":"Jim Marascio","startTime":1890.37,"endTime":1894.03,"body":"evolving. And what does that"},{"speaker":"Jim Marascio","startTime":1894.03,"endTime":1897.69,"body":"mean for the tools you're using,"},{"speaker":"Jim Marascio","startTime":1894.03,"endTime":1897.69,"body":"whether it's your CRM, or it's"},{"speaker":"Jim Marascio","startTime":1897.69,"endTime":1900.9,"body":"some other system that the CRM"},{"speaker":"Jim Marascio","startTime":1897.69,"endTime":1900.9,"body":"may be interfacing with. The"},{"speaker":"Jim Marascio","startTime":1900.9,"endTime":1904.5,"body":"other thing related to that on"},{"speaker":"Jim Marascio","startTime":1900.9,"endTime":1904.5,"body":"the implementation side,"},{"speaker":"Jim Marascio","startTime":1904.5,"endTime":1910.89,"body":"specifically, is we see a lot of"},{"speaker":"Jim Marascio","startTime":1904.5,"endTime":1910.89,"body":"situations where implementations"},{"speaker":"Jim Marascio","startTime":1910.92,"endTime":1914.94,"body":"are done. And again, it's more"},{"speaker":"Jim Marascio","startTime":1910.92,"endTime":1914.94,"body":"of a change management exercise."},{"speaker":"Jim Marascio","startTime":1915.15,"endTime":1919.29,"body":"And when it's done, it may"},{"speaker":"Jim Marascio","startTime":1915.15,"endTime":1919.29,"body":"address the needs of one"},{"speaker":"Jim Marascio","startTime":1919.29,"endTime":1922.86,"body":"department in the business. But"},{"speaker":"Jim Marascio","startTime":1919.29,"endTime":1922.86,"body":"every other department has got"},{"speaker":"Jim Marascio","startTime":1922.86,"endTime":1926.58,"body":"this Who Moved My Cheese feeling"},{"speaker":"Jim Marascio","startTime":1922.86,"endTime":1926.58,"body":"where they're saying, okay, you"},{"speaker":"Jim Marascio","startTime":1926.58,"endTime":1930.45,"body":"know, now I need to change the"},{"speaker":"Jim Marascio","startTime":1926.58,"endTime":1930.45,"body":"way I operate because of this."},{"speaker":"Jim Marascio","startTime":1930.6,"endTime":1936.09,"body":"And that's the result of"},{"speaker":"Jim Marascio","startTime":1930.6,"endTime":1936.09,"body":"improper inadequate planning. So"},{"speaker":"Jim Marascio","startTime":1936.09,"endTime":1940.8,"body":"I think like anything else,"},{"speaker":"Jim Marascio","startTime":1936.09,"endTime":1940.8,"body":"that's a significant change in"},{"speaker":"Jim Marascio","startTime":1940.8,"endTime":1945.69,"body":"your business, if you don't plan"},{"speaker":"Jim Marascio","startTime":1940.8,"endTime":1945.69,"body":"adequately, you result in"},{"speaker":"Jim Marascio","startTime":1945.69,"endTime":1949.08,"body":"technical debt, that you have to"},{"speaker":"Jim Marascio","startTime":1945.69,"endTime":1949.08,"body":"then come back and reconcile."},{"speaker":"Jim Marascio","startTime":1949.32,"endTime":1953.55,"body":"And sometimes, or not,"},{"speaker":"Jim Marascio","startTime":1949.32,"endTime":1953.55,"body":"sometimes, almost always, the"},{"speaker":"Jim Marascio","startTime":1953.55,"endTime":1958.68,"body":"cost of resolving and addressing"},{"speaker":"Jim Marascio","startTime":1953.55,"endTime":1958.68,"body":"the technical debt that you"},{"speaker":"Jim Marascio","startTime":1958.68,"endTime":1963.84,"body":"created by not taking the time"},{"speaker":"Jim Marascio","startTime":1958.68,"endTime":1963.84,"body":"to plan and architect in design,"},{"speaker":"Jim Marascio","startTime":1963.93,"endTime":1969.66,"body":"before you built ends up costing"},{"speaker":"Jim Marascio","startTime":1963.93,"endTime":1969.66,"body":"significantly more than the time"},{"speaker":"Jim Marascio","startTime":1969.84,"endTime":1972.75,"body":"and effort it would have taken"},{"speaker":"Jim Marascio","startTime":1969.84,"endTime":1972.75,"body":"to plan. So if you want to draw"},{"speaker":"Jim Marascio","startTime":1972.75,"endTime":1976.2,"body":"an analogy, think about building"},{"speaker":"Jim Marascio","startTime":1972.75,"endTime":1976.2,"body":"a house, if I said, we're going"},{"speaker":"Jim Marascio","startTime":1976.2,"endTime":1978.6,"body":"to build a house, and we just"},{"speaker":"Jim Marascio","startTime":1976.2,"endTime":1978.6,"body":"kind of threw up some kind of"},{"speaker":"Jim Marascio","startTime":1978.87,"endTime":1983.04,"body":"vague requirements, and then"},{"speaker":"Jim Marascio","startTime":1978.87,"endTime":1983.04,"body":"came back and I said, Well, you"},{"speaker":"Jim Marascio","startTime":1983.04,"endTime":1985.92,"body":"know, I said, I needed X number"},{"speaker":"Jim Marascio","startTime":1983.04,"endTime":1985.92,"body":"of bathrooms. But I didn't tell"},{"speaker":"Jim Marascio","startTime":1985.92,"endTime":1988.86,"body":"you how many needs to be on"},{"speaker":"Jim Marascio","startTime":1985.92,"endTime":1988.86,"body":"which floor. And now we've got"},{"speaker":"Jim Marascio","startTime":1988.86,"endTime":1991.8,"body":"to replumb the house, you're"},{"speaker":"Jim Marascio","startTime":1988.86,"endTime":1991.8,"body":"tearing down walls and running,"},{"speaker":"Jim Marascio","startTime":1991.98,"endTime":1995.76,"body":"you know, the cost to do"},{"speaker":"Jim Marascio","startTime":1991.98,"endTime":1995.76,"body":"something after the house was"},{"speaker":"Jim Marascio","startTime":1995.76,"endTime":2001.01,"body":"built, can be exponentially more"},{"speaker":"Jim Marascio","startTime":1995.76,"endTime":2001.01,"body":"than doing it when you're"},{"speaker":"Jim Marascio","startTime":2001.01,"endTime":2004.76,"body":"building the house the first"},{"speaker":"Jim Marascio","startTime":2001.01,"endTime":2004.76,"body":"time. So the same thing happens"},{"speaker":"Jim Marascio","startTime":2004.76,"endTime":2009.38,"body":"when you're doing any type of"},{"speaker":"Jim Marascio","startTime":2004.76,"endTime":2009.38,"body":"your ERP CRM, implementation and"},{"speaker":"Jim Marascio","startTime":2009.38,"endTime":2012.95,"body":"customization and integration"},{"speaker":"Jim Marascio","startTime":2009.38,"endTime":2012.95,"body":"with other systems. So take the"},{"speaker":"Jim Marascio","startTime":2012.95,"endTime":2017.27,"body":"time to understand the outcomes"},{"speaker":"Jim Marascio","startTime":2012.95,"endTime":2017.27,"body":"that are desired, plan"},{"speaker":"Jim Marascio","startTime":2017.27,"endTime":2021.29,"body":"appropriately, architect"},{"speaker":"Jim Marascio","startTime":2017.27,"endTime":2021.29,"body":"appropriately, plan for"},{"speaker":"Jim Marascio","startTime":2021.29,"endTime":2025.13,"body":"scalability and flexibility, and"},{"speaker":"Jim Marascio","startTime":2021.29,"endTime":2025.13,"body":"then build to that. And then"},{"speaker":"Jim Marascio","startTime":2025.64,"endTime":2030.02,"body":"finally, don't think it's done"},{"speaker":"Jim Marascio","startTime":2025.64,"endTime":2030.02,"body":"when it's done, monitor and be"},{"speaker":"Jim Marascio","startTime":2030.02,"endTime":2033.68,"body":"prepared to evolve and make sure"},{"speaker":"Jim Marascio","startTime":2030.02,"endTime":2033.68,"body":"that you're resourced"},{"speaker":"Jim Marascio","startTime":2033.74,"endTime":2035.81,"body":"appropriately to do that,"},{"speaker":"Jim Marascio","startTime":2033.74,"endTime":2035.81,"body":"because your business is going"},{"speaker":"Jim Marascio","startTime":2035.81,"endTime":2037.79,"body":"to change and require new needs."},{"speaker":"Aaron Bock","startTime":2038.15,"endTime":2040.91,"body":"That's great advice."},{"speaker":"Aaron Bock","startTime":2038.15,"endTime":2040.91,"body":"And I think I can speak to that"},{"speaker":"Aaron Bock","startTime":2040.91,"endTime":2044.3,"body":"personally. Opkalla, we use"},{"speaker":"Aaron Bock","startTime":2040.91,"endTime":2044.3,"body":"Salesforce. It's funny, every"},{"speaker":"Aaron Bock","startTime":2044.3,"endTime":2046.91,"body":"quarter we talk about okay,"},{"speaker":"Aaron Bock","startTime":2044.3,"endTime":2046.91,"body":"here's the enhancements, here's"},{"speaker":"Aaron Bock","startTime":2046.91,"endTime":2049.13,"body":"the things we want to do. And"},{"speaker":"Aaron Bock","startTime":2046.91,"endTime":2049.13,"body":"it's like, alright, we got them"},{"speaker":"Aaron Bock","startTime":2049.13,"endTime":2051.38,"body":"all done. It's like well, wow,"},{"speaker":"Aaron Bock","startTime":2049.13,"endTime":2051.38,"body":"there's just as many for the"},{"speaker":"Aaron Bock","startTime":2051.38,"endTime":2053.57,"body":"next quarter. How'd that happen?"},{"speaker":"Aaron Bock","startTime":2051.38,"endTime":2053.57,"body":"I thought we got all this stuff"},{"speaker":"Aaron Bock","startTime":2053.57,"endTime":2056.75,"body":"done. But like you said,"},{"speaker":"Aaron Bock","startTime":2053.57,"endTime":2056.75,"body":"business always changes,"},{"speaker":"Aaron Bock","startTime":2057.11,"endTime":2061.52,"body":"processes evolve, people evolve."},{"speaker":"Aaron Bock","startTime":2057.11,"endTime":2061.52,"body":"The technology evolves, there's"},{"speaker":"Aaron Bock","startTime":2061.52,"endTime":2064.85,"body":"new things, you can do API's,"},{"speaker":"Aaron Bock","startTime":2061.52,"endTime":2064.85,"body":"etc. So you're right, it always"},{"speaker":"Aaron Bock","startTime":2064.85,"endTime":2067.88,"body":"changes. I'm curious. There is"},{"speaker":"Aaron Bock","startTime":2064.85,"endTime":2067.88,"body":"data out there on it, but I'm"},{"speaker":"Aaron Bock","startTime":2067.88,"endTime":2071.57,"body":"curious what you see. So talked"},{"speaker":"Aaron Bock","startTime":2067.88,"endTime":2071.57,"body":"about implementations, data"},{"speaker":"Aaron Bock","startTime":2071.57,"endTime":2078.5,"body":"silos. Let's go back to all CRM."},{"speaker":"Aaron Bock","startTime":2071.57,"endTime":2078.5,"body":"So sure, large companies, small"},{"speaker":"Aaron Bock","startTime":2078.5,"endTime":2081.77,"body":"companies, what is the single"},{"speaker":"Aaron Bock","startTime":2078.5,"endTime":2081.77,"body":"biggest challenge of using a CRM"},{"speaker":"Aaron Bock","startTime":2081.83,"endTime":2083.6,"body":"for an organization?"},{"speaker":"Jim Marascio","startTime":2084.14,"endTime":2087.44,"body":"The people. It's"},{"speaker":"Jim Marascio","startTime":2084.14,"endTime":2087.44,"body":"the people"},{"speaker":"Aaron Bock","startTime":2088.01,"endTime":2090.53,"body":"is it not"},{"speaker":"Aaron Bock","startTime":2088.01,"endTime":2090.53,"body":"understanding why to use it? Is"},{"speaker":"Aaron Bock","startTime":2090.53,"endTime":2092.33,"body":"it is it the how to use it?"},{"speaker":"Jim Marascio","startTime":2092.0,"endTime":2097.28,"body":"is it's again, a"},{"speaker":"Jim Marascio","startTime":2092.0,"endTime":2097.28,"body":"change management exercise,"},{"speaker":"Jim Marascio","startTime":2097.28,"endTime":2101.45,"body":"especially on implementation"},{"speaker":"Jim Marascio","startTime":2097.28,"endTime":2101.45,"body":"people have some way they want"},{"speaker":"Jim Marascio","startTime":2101.45,"endTime":2104.63,"body":"to do something and now you're"},{"speaker":"Jim Marascio","startTime":2101.45,"endTime":2104.63,"body":"giving them a tool. And if you"},{"speaker":"Jim Marascio","startTime":2104.63,"endTime":2107.54,"body":"think about the first time you"},{"speaker":"Jim Marascio","startTime":2104.63,"endTime":2107.54,"body":"drove a car, if you didn't know"},{"speaker":"Jim Marascio","startTime":2107.75,"endTime":2112.43,"body":"what to do, it was awkward. It"},{"speaker":"Jim Marascio","startTime":2107.75,"endTime":2112.43,"body":"was weird. And it may not you"},{"speaker":"Jim Marascio","startTime":2112.43,"endTime":2114.47,"body":"may have, you know, I learned"},{"speaker":"Jim Marascio","startTime":2112.43,"endTime":2114.47,"body":"how to drive on the standard."},{"speaker":"Jim Marascio","startTime":2114.47,"endTime":2116.63,"body":"And I remember getting out and"},{"speaker":"Jim Marascio","startTime":2114.47,"endTime":2116.63,"body":"telling my mom, No, I've never"},{"speaker":"Jim Marascio","startTime":2116.63,"endTime":2119.3,"body":"want to drive again, because"},{"speaker":"Jim Marascio","startTime":2116.63,"endTime":2119.3,"body":"this is too frustrating to be,"},{"speaker":"Jim Marascio","startTime":2119.3,"endTime":2123.35,"body":"I'll just ride my bike. And so I"},{"speaker":"Jim Marascio","startTime":2119.3,"endTime":2123.35,"body":"think anytime you're asking"},{"speaker":"Jim Marascio","startTime":2123.35,"endTime":2127.67,"body":"people to change the way they do"},{"speaker":"Jim Marascio","startTime":2123.35,"endTime":2127.67,"body":"something, it can be"},{"speaker":"Jim Marascio","startTime":2127.67,"endTime":2132.23,"body":"uncomfortable. So recognizing"},{"speaker":"Jim Marascio","startTime":2127.67,"endTime":2132.23,"body":"and getting people to focus on"},{"speaker":"Jim Marascio","startTime":2132.38,"endTime":2135.71,"body":"the fact that the process is"},{"speaker":"Jim Marascio","startTime":2132.38,"endTime":2135.71,"body":"going to be uncomfortable, but"},{"speaker":"Jim Marascio","startTime":2135.71,"endTime":2139.55,"body":"the outcome is going to be much"},{"speaker":"Jim Marascio","startTime":2135.71,"endTime":2139.55,"body":"better once we work through it."},{"speaker":"Jim Marascio","startTime":2139.7,"endTime":2142.7,"body":"So including everybody that"},{"speaker":"Jim Marascio","startTime":2139.7,"endTime":2142.7,"body":"needs to be done on that. And"},{"speaker":"Jim Marascio","startTime":2142.7,"endTime":2145.16,"body":"it's the same thing. And you"},{"speaker":"Jim Marascio","startTime":2142.7,"endTime":2145.16,"body":"know, again, we focus on post"},{"speaker":"Jim Marascio","startTime":2145.16,"endTime":2149.27,"body":"implementation optimization, not"},{"speaker":"Jim Marascio","startTime":2145.16,"endTime":2149.27,"body":"necessarily implementation, it's"},{"speaker":"Jim Marascio","startTime":2149.27,"endTime":2152.66,"body":"the same thing just at a smaller"},{"speaker":"Jim Marascio","startTime":2149.27,"endTime":2152.66,"body":"scale. If we're coming in, and"},{"speaker":"Jim Marascio","startTime":2152.66,"endTime":2156.14,"body":"we're working with the Opkalla"},{"speaker":"Jim Marascio","startTime":2152.66,"endTime":2156.14,"body":"team, and you need something,"},{"speaker":"Jim Marascio","startTime":2156.44,"endTime":2159.8,"body":"there's going to be a little"},{"speaker":"Jim Marascio","startTime":2156.44,"endTime":2159.8,"body":"pain, going through the process"},{"speaker":"Jim Marascio","startTime":2159.8,"endTime":2162.95,"body":"of building out that until it's"},{"speaker":"Jim Marascio","startTime":2159.8,"endTime":2162.95,"body":"done, but you've got to be"},{"speaker":"Jim Marascio","startTime":2162.95,"endTime":2167.18,"body":"focused on at the end of this,"},{"speaker":"Jim Marascio","startTime":2162.95,"endTime":2167.18,"body":"it's going to be better. And"},{"speaker":"Jim Marascio","startTime":2167.18,"endTime":2170.03,"body":"here's why. And so it's worth"},{"speaker":"Jim Marascio","startTime":2167.18,"endTime":2170.03,"body":"that cost. And it goes back to"},{"speaker":"Jim Marascio","startTime":2170.03,"endTime":2174.29,"body":"that whole adage that until the"},{"speaker":"Jim Marascio","startTime":2170.03,"endTime":2174.29,"body":"cost of staying the same exceeds"},{"speaker":"Jim Marascio","startTime":2174.29,"endTime":2177.59,"body":"the cost of change, you're never"},{"speaker":"Jim Marascio","startTime":2174.29,"endTime":2177.59,"body":"going to change. So you've got"},{"speaker":"Jim Marascio","startTime":2177.59,"endTime":2179.6,"body":"to get to the point where you"},{"speaker":"Jim Marascio","startTime":2177.59,"endTime":2179.6,"body":"say, okay, the cost, it's going"},{"speaker":"Jim Marascio","startTime":2179.6,"endTime":2182.09,"body":"to be painful, it's going to"},{"speaker":"Jim Marascio","startTime":2179.6,"endTime":2182.09,"body":"cost something to change, but"},{"speaker":"Jim Marascio","startTime":2182.09,"endTime":2183.05,"body":"it's going to be worth it."},{"speaker":"Aaron Bock","startTime":2183.78,"endTime":2185.94,"body":"Well, if it helps"},{"speaker":"Aaron Bock","startTime":2183.78,"endTime":2185.94,"body":"people out there listening, we"},{"speaker":"Aaron Bock","startTime":2185.94,"endTime":2189.87,"body":"already share the ROI metrics of"},{"speaker":"Aaron Bock","startTime":2185.94,"endTime":2189.87,"body":"five to one or eight to one and"},{"speaker":"Aaron Bock","startTime":2189.87,"endTime":2193.23,"body":"30 to one, you pick the one you"},{"speaker":"Aaron Bock","startTime":2189.87,"endTime":2193.23,"body":"want to want to use to tell the"},{"speaker":"Aaron Bock","startTime":2193.23,"endTime":2197.25,"body":"story. I've also read because we"},{"speaker":"Aaron Bock","startTime":2193.23,"endTime":2197.25,"body":"work with a lot of different"},{"speaker":"Aaron Bock","startTime":2197.25,"endTime":2201.15,"body":"folks in sales, salespeople are"},{"speaker":"Aaron Bock","startTime":2197.25,"endTime":2201.15,"body":"three times as likely to hit"},{"speaker":"Aaron Bock","startTime":2201.15,"endTime":2203.85,"body":"their quota if they're using a"},{"speaker":"Aaron Bock","startTime":2201.15,"endTime":2203.85,"body":"CRM that's well built versus"},{"speaker":"Aaron Bock","startTime":2203.85,"endTime":2207.78,"body":"not. So we don't need to dive"},{"speaker":"Aaron Bock","startTime":2203.85,"endTime":2207.78,"body":"into that. But hopefully, for"},{"speaker":"Aaron Bock","startTime":2207.78,"endTime":2211.95,"body":"those out there who are who are"},{"speaker":"Aaron Bock","startTime":2207.78,"endTime":2211.95,"body":"focused on sales, CRM is a great"},{"speaker":"Aaron Bock","startTime":2211.95,"endTime":2216.18,"body":"tool. Couple final questions for"},{"speaker":"Aaron Bock","startTime":2211.95,"endTime":2216.18,"body":"you on maybe CRM or Salesforce,"},{"speaker":"Aaron Bock","startTime":2216.24,"endTime":2222.33,"body":"specifically. We already talked"},{"speaker":"Aaron Bock","startTime":2216.24,"endTime":2222.33,"body":"about data, but like, what is a"},{"speaker":"Aaron Bock","startTime":2222.33,"endTime":2225.87,"body":"new feature that you're seeing"},{"speaker":"Aaron Bock","startTime":2222.33,"endTime":2225.87,"body":"from Salesforce, that they're"},{"speaker":"Aaron Bock","startTime":2225.87,"endTime":2229.92,"body":"rolling out or new trend"},{"speaker":"Aaron Bock","startTime":2225.87,"endTime":2229.92,"body":"features in all CRM that you're"},{"speaker":"Aaron Bock","startTime":2229.92,"endTime":2230.49,"body":"gonna see?"},{"speaker":"Jim Marascio","startTime":2231.23,"endTime":2236.48,"body":"Sure. So I'll say"},{"speaker":"Jim Marascio","startTime":2231.23,"endTime":2236.48,"body":"more newly being implemented."},{"speaker":"Jim Marascio","startTime":2237.23,"endTime":2242.69,"body":"Salesforce has an AI rapidly"},{"speaker":"Jim Marascio","startTime":2237.23,"endTime":2242.69,"body":"evolving artificial intelligence"},{"speaker":"Jim Marascio","startTime":2242.69,"endTime":2248.3,"body":"engine they call Einstein. And"},{"speaker":"Jim Marascio","startTime":2242.69,"endTime":2248.3,"body":"so it's been around in evolving"},{"speaker":"Jim Marascio","startTime":2248.3,"endTime":2253.22,"body":"for a few years, but adoptions"},{"speaker":"Jim Marascio","startTime":2248.3,"endTime":2253.22,"body":"starting to really happen. And"},{"speaker":"Jim Marascio","startTime":2253.25,"endTime":2258.23,"body":"as you look at a business and"},{"speaker":"Jim Marascio","startTime":2253.25,"endTime":2258.23,"body":"you think about, we need to get"},{"speaker":"Jim Marascio","startTime":2258.23,"endTime":2261.59,"body":"data from here to there, we need"},{"speaker":"Jim Marascio","startTime":2258.23,"endTime":2261.59,"body":"to enter the data, we've got"},{"speaker":"Jim Marascio","startTime":2261.59,"endTime":2264.35,"body":"this marketing campaign that"},{"speaker":"Jim Marascio","startTime":2261.59,"endTime":2264.35,"body":"went out, we need to track this"},{"speaker":"Jim Marascio","startTime":2264.35,"endTime":2267.68,"body":"information that's coming back"},{"speaker":"Jim Marascio","startTime":2264.35,"endTime":2267.68,"body":"in a lot of those things can be"},{"speaker":"Jim Marascio","startTime":2267.68,"endTime":2271.91,"body":"very repetitive tasks, or can be"},{"speaker":"Jim Marascio","startTime":2267.68,"endTime":2271.91,"body":"predictable based on certain"},{"speaker":"Jim Marascio","startTime":2271.91,"endTime":2275.03,"body":"behaviors. So effectively, you"},{"speaker":"Jim Marascio","startTime":2271.91,"endTime":2275.03,"body":"identify a scenario, when this"},{"speaker":"Jim Marascio","startTime":2275.03,"endTime":2277.82,"body":"happens, this happens, and this"},{"speaker":"Jim Marascio","startTime":2275.03,"endTime":2277.82,"body":"happens, this needs to happen."},{"speaker":"Jim Marascio","startTime":2278.0,"endTime":2282.5,"body":"So why have a person do that? If"},{"speaker":"Jim Marascio","startTime":2278.0,"endTime":2282.5,"body":"it's predictable, and you know"},{"speaker":"Jim Marascio","startTime":2282.5,"endTime":2286.97,"body":"what the scenario is, you know,"},{"speaker":"Jim Marascio","startTime":2282.5,"endTime":2286.97,"body":"if you think about your camera,"},{"speaker":"Jim Marascio","startTime":2286.97,"endTime":2289.94,"body":"and your iPhone recognizes where"},{"speaker":"Jim Marascio","startTime":2286.97,"endTime":2289.94,"body":"the faces and you don't have to"},{"speaker":"Jim Marascio","startTime":2289.94,"endTime":2293.03,"body":"choose where to focus, that's"},{"speaker":"Jim Marascio","startTime":2289.94,"endTime":2293.03,"body":"because Apple put and Google the"},{"speaker":"Jim Marascio","startTime":2293.03,"endTime":2297.05,"body":"same thing with with their"},{"speaker":"Jim Marascio","startTime":2293.03,"endTime":2297.05,"body":"phones, put AI into it to"},{"speaker":"Jim Marascio","startTime":2297.05,"endTime":2300.29,"body":"identify the face and change the"},{"speaker":"Jim Marascio","startTime":2297.05,"endTime":2300.29,"body":"focus point. If there's parts of"},{"speaker":"Jim Marascio","startTime":2300.29,"endTime":2304.19,"body":"your business, that you can"},{"speaker":"Jim Marascio","startTime":2300.29,"endTime":2304.19,"body":"predict certain patterns. And"},{"speaker":"Jim Marascio","startTime":2304.31,"endTime":2306.29,"body":"when this happens, this happens,"},{"speaker":"Jim Marascio","startTime":2304.31,"endTime":2306.29,"body":"this happens, this is what we"},{"speaker":"Jim Marascio","startTime":2306.29,"endTime":2310.55,"body":"need to do. Managing that with"},{"speaker":"Jim Marascio","startTime":2306.29,"endTime":2310.55,"body":"humans can be really"},{"speaker":"Jim Marascio","startTime":2310.55,"endTime":2315.02,"body":"ineffective, and cutting very"},{"speaker":"Jim Marascio","startTime":2310.55,"endTime":2315.02,"body":"costly, there's more opportunity"},{"speaker":"Jim Marascio","startTime":2315.02,"endTime":2319.19,"body":"for error, there's a higher cost"},{"speaker":"Jim Marascio","startTime":2315.02,"endTime":2319.19,"body":"to do it. Taking the time to"},{"speaker":"Jim Marascio","startTime":2319.73,"endTime":2323.99,"body":"implement an AI based solution"},{"speaker":"Jim Marascio","startTime":2319.73,"endTime":2323.99,"body":"to identify, look for those"},{"speaker":"Jim Marascio","startTime":2323.99,"endTime":2329.06,"body":"scenarios, and actually handle"},{"speaker":"Jim Marascio","startTime":2323.99,"endTime":2329.06,"body":"the data for you is something"},{"speaker":"Jim Marascio","startTime":2329.06,"endTime":2333.35,"body":"that we're seeing rapidly being"},{"speaker":"Jim Marascio","startTime":2329.06,"endTime":2333.35,"body":"adopted and having a lot of"},{"speaker":"Jim Marascio","startTime":2333.35,"endTime":2336.59,"body":"conversations. But again, back"},{"speaker":"Jim Marascio","startTime":2333.35,"endTime":2336.59,"body":"to that bad data. A lot of the"},{"speaker":"Jim Marascio","startTime":2336.59,"endTime":2340.97,"body":"bad data is predictable. A lot"},{"speaker":"Jim Marascio","startTime":2336.59,"endTime":2340.97,"body":"of times it may be humans, I"},{"speaker":"Jim Marascio","startTime":2340.97,"endTime":2344.18,"body":"enter a name, last name, first"},{"speaker":"Jim Marascio","startTime":2340.97,"endTime":2344.18,"body":"you enter it first name, first."},{"speaker":"Jim Marascio","startTime":2344.18,"endTime":2348.32,"body":"I put before the name of"},{"speaker":"Jim Marascio","startTime":2344.18,"endTime":2348.32,"body":"business, you don't want to have"},{"speaker":"Jim Marascio","startTime":2348.32,"endTime":2351.29,"body":"it on your database. Let's"},{"speaker":"Jim Marascio","startTime":2348.32,"endTime":2351.29,"body":"truncate and pull it out. You"},{"speaker":"Jim Marascio","startTime":2351.29,"endTime":2356.66,"body":"can create rules and find things"},{"speaker":"Jim Marascio","startTime":2351.29,"endTime":2356.66,"body":"like that you can scan forms and"},{"speaker":"Jim Marascio","startTime":2356.66,"endTime":2359.12,"body":"look for things that look like"},{"speaker":"Jim Marascio","startTime":2356.66,"endTime":2359.12,"body":"addresses and automatically"},{"speaker":"Jim Marascio","startTime":2359.12,"endTime":2363.14,"body":"populate the addresses in there."},{"speaker":"Jim Marascio","startTime":2359.12,"endTime":2363.14,"body":"You can scan form, a computer"},{"speaker":"Jim Marascio","startTime":2363.14,"endTime":2367.19,"body":"can look at an email and see"},{"speaker":"Jim Marascio","startTime":2363.14,"endTime":2367.19,"body":"where the phone number is, where"},{"speaker":"Jim Marascio","startTime":2367.19,"endTime":2370.61,"body":"the email is, where the name is,"},{"speaker":"Jim Marascio","startTime":2367.19,"endTime":2370.61,"body":"and all that and automatically"},{"speaker":"Jim Marascio","startTime":2370.76,"endTime":2373.49,"body":"update your records. So you"},{"speaker":"Jim Marascio","startTime":2370.76,"endTime":2373.49,"body":"don't have to have a human do"},{"speaker":"Jim Marascio","startTime":2373.49,"endTime":2378.26,"body":"that. So being able to use"},{"speaker":"Jim Marascio","startTime":2373.49,"endTime":2378.26,"body":"artificial intelligence is huge"},{"speaker":"Jim Marascio","startTime":2378.29,"endTime":2380.12,"body":"in this space, and it's only"},{"speaker":"Jim Marascio","startTime":2378.29,"endTime":2380.12,"body":"going to get bigger."},{"speaker":"Aaron Bock","startTime":2380.57,"endTime":2383.3,"body":"Yeah. And I would"},{"speaker":"Aaron Bock","startTime":2380.57,"endTime":2383.3,"body":"add to that another thing that"},{"speaker":"Aaron Bock","startTime":2383.3,"endTime":2386.15,"body":"we're seeing in our space, we do"},{"speaker":"Aaron Bock","startTime":2383.3,"endTime":2386.15,"body":"a lot in the collaboration"},{"speaker":"Aaron Bock","startTime":2386.15,"endTime":2389.45,"body":"spaces. We see a lot of"},{"speaker":"Aaron Bock","startTime":2386.15,"endTime":2389.45,"body":"monitoring down to a social"},{"speaker":"Aaron Bock","startTime":2389.45,"endTime":2393.83,"body":"media account level and tracking"},{"speaker":"Aaron Bock","startTime":2389.45,"endTime":2393.83,"body":"that data and Salesforce or CRM."},{"speaker":"Jim Marascio","startTime":2394.61,"endTime":2397.22,"body":"Marketing"},{"speaker":"Jim Marascio","startTime":2394.61,"endTime":2397.22,"body":"technology. The martech side of"},{"speaker":"Jim Marascio","startTime":2397.22,"endTime":2398.51,"body":"this is huge as well."},{"speaker":"Aaron Bock","startTime":2398.75,"endTime":2401.99,"body":"Yeah, it's huge."},{"speaker":"Aaron Bock","startTime":2398.75,"endTime":2401.99,"body":"Usually because you can tell not"},{"speaker":"Aaron Bock","startTime":2401.99,"endTime":2406.01,"body":"only what, what people like, who"},{"speaker":"Aaron Bock","startTime":2401.99,"endTime":2406.01,"body":"they cheer for what their family"},{"speaker":"Aaron Bock","startTime":2406.01,"endTime":2408.65,"body":"looks like, Are they happy? Are"},{"speaker":"Aaron Bock","startTime":2406.01,"endTime":2408.65,"body":"they sad? I mean, there's so"},{"speaker":"Aaron Bock","startTime":2408.65,"endTime":2410.87,"body":"much around it. And then you"},{"speaker":"Aaron Bock","startTime":2408.65,"endTime":2410.87,"body":"think of the product marketing"},{"speaker":"Aaron Bock","startTime":2410.87,"endTime":2415.01,"body":"around it. My wife always tells"},{"speaker":"Aaron Bock","startTime":2410.87,"endTime":2415.01,"body":"me, I'm a marketer's dream."},{"speaker":"Aaron Bock","startTime":2415.01,"endTime":2418.13,"body":"Because I see a commercial, I'm"},{"speaker":"Aaron Bock","startTime":2415.01,"endTime":2418.13,"body":"like, we should go. So within,"},{"speaker":"Aaron Bock","startTime":2418.13,"endTime":2420.8,"body":"like, you know, if they could"},{"speaker":"Aaron Bock","startTime":2418.13,"endTime":2420.8,"body":"track my eyes, like I'm watching"},{"speaker":"Aaron Bock","startTime":2420.8,"endTime":2423.44,"body":"a commercial, Aaron's probably"},{"speaker":"Aaron Bock","startTime":2420.8,"endTime":2423.44,"body":"gonna go purchase that food in"},{"speaker":"Aaron Bock","startTime":2423.44,"endTime":2427.82,"body":"about five minutes. It's pretty"},{"speaker":"Aaron Bock","startTime":2423.44,"endTime":2427.82,"body":"sad. But I'm probably in a lot"},{"speaker":"Aaron Bock","startTime":2427.82,"endTime":2432.17,"body":"of Salesforce databases out"},{"speaker":"Aaron Bock","startTime":2427.82,"endTime":2432.17,"body":"there for anything food related."},{"speaker":"Jim Marascio","startTime":2433.14,"endTime":2434.97,"body":"Looking at what"},{"speaker":"Jim Marascio","startTime":2433.14,"endTime":2434.97,"body":"Amazon's done. Look at what"},{"speaker":"Jim Marascio","startTime":2434.97,"endTime":2437.13,"body":"Google's done all that, you"},{"speaker":"Jim Marascio","startTime":2434.97,"endTime":2437.13,"body":"know, the creepy thing is that"},{"speaker":"Jim Marascio","startTime":2437.13,"endTime":2440.97,"body":"Alexa must be listening me I saw"},{"speaker":"Jim Marascio","startTime":2437.13,"endTime":2440.97,"body":"this ad next to when I was here,"},{"speaker":"Jim Marascio","startTime":2440.97,"endTime":2443.82,"body":"Google must be listening. My"},{"speaker":"Jim Marascio","startTime":2440.97,"endTime":2443.82,"body":"phone's listening to me and I"},{"speaker":"Jim Marascio","startTime":2443.82,"endTime":2447.63,"body":"got presented this and that type"},{"speaker":"Jim Marascio","startTime":2443.82,"endTime":2447.63,"body":"of thing. Absolutely. There's"},{"speaker":"Jim Marascio","startTime":2447.63,"endTime":2452.97,"body":"truth to a lot of that creepy"},{"speaker":"Jim Marascio","startTime":2447.63,"endTime":2452.97,"body":"stuff. There's tools to do that."},{"speaker":"Jim Marascio","startTime":2453.12,"endTime":2456.54,"body":"I think there's some ethical"},{"speaker":"Jim Marascio","startTime":2453.12,"endTime":2456.54,"body":"things that need to be factored"},{"speaker":"Jim Marascio","startTime":2456.54,"endTime":2459.9,"body":"into how do we do this? And how"},{"speaker":"Jim Marascio","startTime":2456.54,"endTime":2459.9,"body":"do I do it in a way that doesn't"},{"speaker":"Jim Marascio","startTime":2459.9,"endTime":2465.0,"body":"feel creepy? Because really, if"},{"speaker":"Jim Marascio","startTime":2459.9,"endTime":2465.0,"body":"it feels natural, and oh,"},{"speaker":"Jim Marascio","startTime":2465.72,"endTime":2469.26,"body":"Okkalla was paying attention to"},{"speaker":"Jim Marascio","startTime":2465.72,"endTime":2469.26,"body":"my needs. And they presented"},{"speaker":"Jim Marascio","startTime":2469.26,"endTime":2474.06,"body":"this, then there's value. If it"},{"speaker":"Jim Marascio","startTime":2469.26,"endTime":2474.06,"body":"was, you know, Jim was spying on"},{"speaker":"Jim Marascio","startTime":2474.06,"endTime":2477.45,"body":"me, I won't, I won't say Aaron"},{"speaker":"Jim Marascio","startTime":2474.06,"endTime":2477.45,"body":"would do it, then it's then it's"},{"speaker":"Jim Marascio","startTime":2477.45,"endTime":2482.76,"body":"creepy. And so there's amazing"},{"speaker":"Jim Marascio","startTime":2477.45,"endTime":2482.76,"body":"tools to do those things. And we"},{"speaker":"Jim Marascio","startTime":2482.76,"endTime":2485.97,"body":"can help you do that. And part"},{"speaker":"Jim Marascio","startTime":2482.76,"endTime":2485.97,"body":"of it is working through that"},{"speaker":"Jim Marascio","startTime":2485.97,"endTime":2490.11,"body":"user experience level, just like"},{"speaker":"Jim Marascio","startTime":2485.97,"endTime":2490.11,"body":"anything else. The UX matters,"},{"speaker":"Jim Marascio","startTime":2490.11,"endTime":2491.43,"body":"and you don't want to freak"},{"speaker":"Jim Marascio","startTime":2490.11,"endTime":2491.43,"body":"people out."},{"speaker":"Aaron Bock","startTime":2492.26,"endTime":2495.71,"body":"As long as it's"},{"speaker":"Aaron Bock","startTime":2492.26,"endTime":2495.71,"body":"like, I think it was the movie"},{"speaker":"Aaron Bock","startTime":2495.71,"endTime":2499.91,"body":"in the 90s. Smart House, as long"},{"speaker":"Aaron Bock","startTime":2495.71,"endTime":2499.91,"body":"as it's getting all my"},{"speaker":"Aaron Bock","startTime":2500.33,"endTime":2503.81,"body":"preferences. Exactly right and"},{"speaker":"Aaron Bock","startTime":2500.33,"endTime":2503.81,"body":"it's delivering me, you know,"},{"speaker":"Aaron Bock","startTime":2503.81,"endTime":2506.15,"body":"the product exactly when I need"},{"speaker":"Aaron Bock","startTime":2503.81,"endTime":2506.15,"body":"it, I guess I don't care. But if"},{"speaker":"Aaron Bock","startTime":2506.15,"endTime":2508.13,"body":"it starts doing it wrong, then"},{"speaker":"Aaron Bock","startTime":2506.15,"endTime":2508.13,"body":"we've got problems,"},{"speaker":"Jim Marascio","startTime":2508.19,"endTime":2510.05,"body":"You definitely"},{"speaker":"Jim Marascio","startTime":2508.19,"endTime":2510.05,"body":"notice what's wrong, or you"},{"speaker":"Jim Marascio","startTime":2510.05,"endTime":2512.54,"body":"notice when it does things that"},{"speaker":"Jim Marascio","startTime":2510.05,"endTime":2512.54,"body":"you didn't want it to know."},{"speaker":"Jim Marascio","startTime":2514.16,"endTime":2517.31,"body":"Target got in some trouble, you"},{"speaker":"Jim Marascio","startTime":2514.16,"endTime":2517.31,"body":"know, 5, 6, 7 years ago, when it"},{"speaker":"Jim Marascio","startTime":2517.31,"endTime":2522.26,"body":"started sending diaper"},{"speaker":"Jim Marascio","startTime":2517.31,"endTime":2522.26,"body":"advertisements to people that"},{"speaker":"Jim Marascio","startTime":2522.44,"endTime":2524.45,"body":"shouldn't, you know, their"},{"speaker":"Jim Marascio","startTime":2522.44,"endTime":2524.45,"body":"parents didn't want to know that"},{"speaker":"Jim Marascio","startTime":2524.45,"endTime":2527.6,"body":"they were doing things and stuff"},{"speaker":"Jim Marascio","startTime":2524.45,"endTime":2527.6,"body":"like that. So yeah, there's,"},{"speaker":"Jim Marascio","startTime":2527.72,"endTime":2531.41,"body":"there's definitely a either an"},{"speaker":"Jim Marascio","startTime":2527.72,"endTime":2531.41,"body":"uncomfortable factor because"},{"speaker":"Jim Marascio","startTime":2531.41,"endTime":2535.46,"body":"it's wrong. And it feels wrong"},{"speaker":"Jim Marascio","startTime":2531.41,"endTime":2535.46,"body":"or a creep factor, because it's"},{"speaker":"Jim Marascio","startTime":2535.46,"endTime":2539.96,"body":"right. And it's it's not"},{"speaker":"Jim Marascio","startTime":2535.46,"endTime":2539.96,"body":"something you wanted to be so"},{"speaker":"Jim Marascio","startTime":2539.99,"endTime":2540.68,"body":"over with."},{"speaker":"Aaron Bock","startTime":2541.31,"endTime":2544.64,"body":"Maybe that's our"},{"speaker":"Aaron Bock","startTime":2541.31,"endTime":2544.64,"body":"episode, a follow up episode to"},{"speaker":"Aaron Bock","startTime":2544.64,"endTime":2548.0,"body":"this is the ethics, compliance"},{"speaker":"Aaron Bock","startTime":2544.64,"endTime":2548.0,"body":"and security of all CRM. But,"},{"speaker":"Aaron Bock","startTime":2548.18,"endTime":2551.45,"body":"Jim, I know that you've got"},{"speaker":"Aaron Bock","startTime":2548.18,"endTime":2551.45,"body":"things to do. And I appreciate"},{"speaker":"Aaron Bock","startTime":2551.45,"endTime":2554.9,"body":"you coming on the show. I think"},{"speaker":"Aaron Bock","startTime":2551.45,"endTime":2554.9,"body":"one final question for you. And"},{"speaker":"Aaron Bock","startTime":2554.9,"endTime":2560.21,"body":"I've asked all my, all my guests"},{"speaker":"Aaron Bock","startTime":2554.9,"endTime":2560.21,"body":"on this show on the podcast. If"},{"speaker":"Aaron Bock","startTime":2560.21,"endTime":2562.82,"body":"you could stand in front of a"},{"speaker":"Aaron Bock","startTime":2560.21,"endTime":2562.82,"body":"million people, we'll call them"},{"speaker":"Aaron Bock","startTime":2562.82,"endTime":2565.94,"body":"Salesforce users or CRM users or"},{"speaker":"Aaron Bock","startTime":2562.82,"endTime":2565.94,"body":"potential business owners,"},{"speaker":"Aaron Bock","startTime":2566.39,"endTime":2568.4,"body":"you're speaking in front of a"},{"speaker":"Aaron Bock","startTime":2566.39,"endTime":2568.4,"body":"million people, and you give"},{"speaker":"Aaron Bock","startTime":2568.4,"endTime":2571.07,"body":"them a piece of advice about"},{"speaker":"Aaron Bock","startTime":2568.4,"endTime":2571.07,"body":"technology could be Salesforce"},{"speaker":"Aaron Bock","startTime":2571.07,"endTime":2573.83,"body":"CRM, specifically, what would"},{"speaker":"Aaron Bock","startTime":2571.07,"endTime":2573.83,"body":"you tell them?"},{"speaker":"Jim Marascio","startTime":2573.0,"endTime":2577.86,"body":"I think goes back"},{"speaker":"Jim Marascio","startTime":2573.0,"endTime":2577.86,"body":"to what I said earlier, is take"},{"speaker":"Jim Marascio","startTime":2577.86,"endTime":2582.36,"body":"the time to plan. Figure out"},{"speaker":"Jim Marascio","startTime":2577.86,"endTime":2582.36,"body":"what what the objective is a lot"},{"speaker":"Jim Marascio","startTime":2582.36,"endTime":2586.08,"body":"of times, technologists, and"},{"speaker":"Jim Marascio","startTime":2582.36,"endTime":2586.08,"body":"I've, you know, I've probably"},{"speaker":"Jim Marascio","startTime":2586.08,"endTime":2589.95,"body":"made this mistake along the way"},{"speaker":"Jim Marascio","startTime":2586.08,"endTime":2589.95,"body":"to technologies can geek out a"},{"speaker":"Jim Marascio","startTime":2589.95,"endTime":2592.5,"body":"little bit and want to use"},{"speaker":"Jim Marascio","startTime":2589.95,"endTime":2592.5,"body":"technology because it's cool and"},{"speaker":"Jim Marascio","startTime":2592.5,"endTime":2598.05,"body":"fun. Or we can say oh, that's"},{"speaker":"Jim Marascio","startTime":2592.5,"endTime":2598.05,"body":"the problem. Let's solve it. And"},{"speaker":"Jim Marascio","startTime":2598.08,"endTime":2601.74,"body":"if you don't take the time to"},{"speaker":"Jim Marascio","startTime":2598.08,"endTime":2601.74,"body":"really understand what the"},{"speaker":"Jim Marascio","startTime":2601.74,"endTime":2604.71,"body":"problem is, what the desired"},{"speaker":"Jim Marascio","startTime":2601.74,"endTime":2604.71,"body":"outcome is, what the user"},{"speaker":"Jim Marascio","startTime":2604.71,"endTime":2607.65,"body":"experience needs to be, then"},{"speaker":"Jim Marascio","startTime":2604.71,"endTime":2607.65,"body":"you'll create that technical"},{"speaker":"Jim Marascio","startTime":2607.65,"endTime":2611.37,"body":"debt again. So I think what"},{"speaker":"Jim Marascio","startTime":2607.65,"endTime":2611.37,"body":"regardless of what it is, but"},{"speaker":"Jim Marascio","startTime":2611.37,"endTime":2614.49,"body":"absolutely in the CRM and in the"},{"speaker":"Jim Marascio","startTime":2611.37,"endTime":2614.49,"body":"Salesforce space, understand"},{"speaker":"Jim Marascio","startTime":2614.49,"endTime":2617.25,"body":"what you need to be doing, what"},{"speaker":"Jim Marascio","startTime":2614.49,"endTime":2617.25,"body":"the outcome is, and then"},{"speaker":"Jim Marascio","startTime":2617.25,"endTime":2621.75,"body":"architecting the solution to a"},{"speaker":"Jim Marascio","startTime":2617.25,"endTime":2621.75,"body":"deliver that but also be in a"},{"speaker":"Jim Marascio","startTime":2621.75,"endTime":2625.89,"body":"position to be flexible enough"},{"speaker":"Jim Marascio","startTime":2621.75,"endTime":2625.89,"body":"so that as your business evolves"},{"speaker":"Jim Marascio","startTime":2625.89,"endTime":2628.26,"body":"from that point, you have"},{"speaker":"Jim Marascio","startTime":2625.89,"endTime":2628.26,"body":"something that's a strong"},{"speaker":"Jim Marascio","startTime":2628.26,"endTime":2632.19,"body":"foundation to build and grow"},{"speaker":"Jim Marascio","startTime":2628.26,"endTime":2632.19,"body":"from, rather than something that"},{"speaker":"Jim Marascio","startTime":2632.19,"endTime":2634.5,"body":"maybe you have to tear down and"},{"speaker":"Jim Marascio","startTime":2632.19,"endTime":2634.5,"body":"rebuild."},{"speaker":"Aaron Bock","startTime":2634.69,"endTime":2637.12,"body":"That is great"},{"speaker":"Aaron Bock","startTime":2634.69,"endTime":2637.12,"body":"advice. And, Jim, thank you for"},{"speaker":"Aaron Bock","startTime":2637.12,"endTime":2641.98,"body":"being on the show today on the"},{"speaker":"Aaron Bock","startTime":2637.12,"endTime":2641.98,"body":"podcast. We will put some of the"},{"speaker":"Aaron Bock","startTime":2641.98,"endTime":2644.62,"body":"links that we talked about some"},{"speaker":"Aaron Bock","startTime":2641.98,"endTime":2644.62,"body":"of the technology in the show"},{"speaker":"Aaron Bock","startTime":2644.62,"endTime":2648.07,"body":"notes so that you listeners out"},{"speaker":"Aaron Bock","startTime":2644.62,"endTime":2648.07,"body":"there, have it. Thank you all"},{"speaker":"Aaron Bock","startTime":2648.07,"endTime":2650.5,"body":"for listening. Jim, thank you"},{"speaker":"Aaron Bock","startTime":2648.07,"endTime":2650.5,"body":"for joining us and I hope you"},{"speaker":"Aaron Bock","startTime":2650.5,"endTime":2653.44,"body":"all have a great rest of the"},{"speaker":"Aaron Bock","startTime":2650.5,"endTime":2653.44,"body":"day. Thanks Good."},{"speaker":"Narrator","startTime":2653.86,"endTime":2658.96,"body":"Thanks, Jim. Thanks"},{"speaker":"Narrator","startTime":2653.86,"endTime":2658.96,"body":"for listening. The IT Matters"},{"speaker":"Narrator","startTime":2658.96,"endTime":2662.56,"body":"podcast is produced by a color"},{"speaker":"Narrator","startTime":2658.96,"endTime":2662.56,"body":"and it advisory firm that helps"},{"speaker":"Narrator","startTime":2662.56,"endTime":2666.37,"body":"businesses navigate the vast and"},{"speaker":"Narrator","startTime":2662.56,"endTime":2666.37,"body":"complex IT marketplace. Learn"},{"speaker":"Narrator","startTime":2666.37,"endTime":2670.27,"body":"more about kala at op klla.com"}]}