Running CRM like a product: tools, processes, people, and KPIs

Looking for real-world, practical playbooks: how do you run CRM as a repeatable product that reliably drives revenue and retention? Share short, actionable answers from your work—not vendor pitches. Useful contributions include frameworks, tech-stack choices, rollout checklists, data-hygiene routines, automation recipes (example rules/code welcome), adoption tactics, and the KPIs you track.

When you reply, please:
- Label your context (SMB / mid-market / enterprise, headcount, industry, and your role).
- Share one clear framework or process you use (e.g., governance model, change-control flow, prioritization rubric).
- List the core tools (CRM, CDP, ETL, reverse ETL, integration hub, reporting) and why you chose them.
- Drop a rollout checklist or phases (pilot, training, launch, reinforcement) and adoption levers that worked.
- Describe your data-hygiene routines (dedupe, enrichment, schema governance, ownership, SLAs) and any scripts/queries you run regularly.
- Provide one automation recipe that moved the needle (trigger → action → measurables) and the KPIs you tracked to prove impact.
- State what changed between SMB vs enterprise for you and one big mistake to avoid.
- Share measured outcomes where possible (conversion lift, churn reduction, time saved, adoption rates) and the timeframe.

Goal: compile a vendor-neutral community playbook. If you want attribution, say how you’d like to be credited (name/role/company or anonymize).