Sergej Plovs

WORK HISTORY

EDUCATION

ABOUT SERGEJ PLOVS

Many companies invest in CRM, CX, customer data, marketing automation and AI – but the expected business impact often falls short of what would be possible. Not because the technology is bad. But because strategy, data, processes, organization and adoption do not consistently work together. This is exactly where I come in. I help companies connect CRM, CX, customer data and AI in a way that creates measurable customer value: better customer journeys, more effective customer communication, more efficient processes and greater impact in customer management. Typical situations in which companies talk to me: • We need to decide: Salesforce, SAP, HubSpot, Microsoft or something else? • Our CRM has been implemented, but it is not really being used. • Marketing automation is running, but the business impact remains limited. • We have a lot of customer data, but no clear activation strategy. • We are thinking about CDP, Next Best Action or AI, but do not know where to start. • Our customer journey looks good in theory, but is full of breaks in practice. • Business, IT, marketing, sales and service are not moving in the same direction. I support companies with, among other things: • CRM/CX strategy and target picture development • CRM selection, implementation, optimization and adoption • Salesforce, SAP, HubSpot and Microsoft decisions • CDP readiness and customer data strategies • Marketing automation modernization • Next Best Action and journey orchestration • Agentic marketing and AI-supported customer experience • Loyalty, customer retention and personalized communication • Operating model, governance and change For more than 20 years, I have been supporting companies in CRM and CX projects – from strategy and architecture to technology selection, implementation and adoption. As Managing Director at Vision11, LinkedIn Top Voice, speaker and author at OMR, I combine a strategic perspective with practical project experience from well over 100 CRM and CX initiatives. My belief: You do not need buzzwords. No glossy promises. No tool religion. You need clarity about what CRM, CX, customer data and AI should really achieve in your company – and how this can create measurable value. If you are currently facing a CRM, CX, CDP, marketing automation or AI decision, or want to get more impact out of existing solutions, feel free to reach out. s••••••••@visioneleven.com