Customer history
Approved CRM records and prior travel context.
CRM CENTER OF EXCELLENCE AS A SERVICE
Business strategy.
CRM + AI execution.
Measurable outcomes.
I lead your CRM Center of Excellence from business priorities through execution, connecting customer strategy, trusted data, your team, and AI to revenue, margin, and risk outcomes.
Jason Wickman Founder, Agilidy · Fractional CRM strategy & execution leader
25+ yearsMicrosoft CRM and consulting experience
Former MicrosoftSales and partner ecosystem background
CRM business ownerBuilt and sold a CRM consulting firm
Strategy to executionPersonally led by Jason Wickman
START WITH THE BUSINESS OUTCOME
What should your CRM
make possible?
Choose a business priority. See how the CoE connects that objective to responsibilities, delivery, and evidence.
BUSINESS OUTCOMETop-line revenueBaseline → agreed intervention → measured result
Business strategy & CoE leadership
Executive alignment · Priorities · Roadmap · Delivery accountability · Value measurement
PeopleProcessesTrusted dataPlatforms
Top-line revenue / Enable
Turn customer context into better commercial decisions.
A returning traveler asks an advisor for a river cruise. The opportunity is to use relevant customer context and a consistent follow-up journey to help the advisor progress the sale.
What I lead
Lead a pilot that brings customer history, relevant options, and follow-up into the advisor workflow.
REVIEWABLE DELIVERABLEAdvisor workflow + pilot
The four functions are adapted from Microsoft’s agentic CoE guidance. Outcome examples and CRM applications are Agilidy’s service design. Read Microsoft’s framework ↗
FROM READINESS TO CONTINUOUS VALUE
A documented path
from strategy into use.
Microsoft’s Copilot adoption roadmap gives us a practical structure for adoption. CRM delivery and custom agents follow their appropriate implementation and lifecycle practices.
Get ready
Agree the business need and readiness.
A prioritized opportunity and a clear readiness plan.
- Select the customer or employee workflow with the strongest case for change.
- Establish outcome baselines and named owners.
- Review data, access, capacity, and an appropriate initial scope.
Phase names from the Microsoft 365 Copilot adoption roadmap. Scope and timing depend on readiness and the agreed work. View the published roadmap ↗
SEE THE WORK / TRAVEL EXAMPLE
A customer journey.
An operating capability.
Follow an illustrative advisor-to-booking scenario. Every proposed AI capability has an owner, a working process, and a measure of success.
TRUSTED CONTEXT BEFORE RECOMMENDATIONS
Give the advisor a coherent view.
Current intent
What the traveler wants to experience next.
Permissions & consent
Use only the information and channels authorized.
Process ownership
A named advisor owns qualification and next steps.
CoE contribution: clarify data ownership, integration needs, and the workflow to improve.
Synthetic profile and proposed workflow. This is a service demonstration, not a live CRM integration or a measured client result.
YOUR CRM STRATEGY & EXECUTION LEAD
Work directly
with Jason Wickman.
“I connect the business objective to the customer experience, the roadmap, and the work required to make it real. Then I stay involved through adoption and measurement.”
Explore my backgroundTranslate revenue, margin, and risk priorities into a practical CRM roadmap.
Lead agreed work with your CRM administrators, internal teams, and Microsoft partners.
Review delivery, adoption, data quality, agent performance, and business evidence.
Strengthen internal capability and support your existing CRM leader, or help establish and hand off ownership.
A SERVICE THAT KEEPS IMPROVING
Establish the capability.
Operate it every quarter.
Start with three months
Agree priorities, readiness, responsibilities, and capacity. Establish the CoE operating model and lead an appropriately scoped first workstream.
Run the operating cadence
Working reviews for delivery and exceptions, executive reviews for outcomes, and quarterly decisions about investment and scope.
Scale or hand off
Extend what works, coordinate specialist delivery, and build the team’s capability for lasting ownership.
Jason provides fractional leadership and agreed execution. Specialist delivery, platform licensing, compute, and travel are scoped separately. Your executive sponsors and business owners retain their agreed decision rights.
YOUR NEXT BUSINESS OUTCOME
What should improve
in the next quarter?
Bring your priorities and current CRM context. We’ll identify where senior leadership, focused execution, and AI can help.
Built on Microsoft’s documented CoE practices
Agilidy’s independent service applies these Microsoft frameworks to customer strategy and CRM execution.