Frequently Asked Questions

I help growing businesses simplify their operations using technology. My goal is to make growth easier for you while creating happier teams and customers. I approach your business systematically: I research your current processes, plan improvements, implement changes, and share the results with your team. This includes assessing your current software, creating Digital Adoption Plans (DAPs), and mapping your customer journey to ensure consistent quality across all sales channels.

I work primarily with business owners who face growing pains as they expand from 10 to 50 employees and generate between $1 million and $10 million in revenue. These businesses often struggle with the shift from informal to formal structures, facing challenges with delegation, communication breakdowns, or maintaining company culture. I consult across diverse sectors, including healthcare, manufacturing, financial services, and nonprofits.

A Customer Journey Map is a visual story of every experience your customers have with your brand, from the first time they see an ad to the last invoice they receive. Most businesses have hidden gaps or “friction” in their processes that frustrate customers. I use these maps to identify those pain points and find opportunities to improve your service. By fixing these issues, you build trust and loyalty, which leads customers to spend more and stay with you longer.

Choosing software shouldn’t be a gamble. I help you move beyond marketing hype by using a structured Cost-Benefit Analysis to quantify the potential gains and expenses of each option. I also prioritize opportunities using the RICE technique (Reach, Impact, Confidence, Effort) to ensure we focus on the changes that will deliver the greatest benefit to your customers and your bottom line. Whether you need a CRM, marketing automation, or an eCommerce platform, I guide you toward tools that integrate well and scale with your growth.

I believe that employees are among a company’s most important assets, and technology should simplify their work, not complicate it. I address the “people side” of change by providing software engagement assessments, training, and change management support. During the “Share the Plan” phase, I focus on clear communication to help your staff understand why the change is happening and how it directly benefits them. This reduces frustration and ensures your team actually adopts the new tools.

You might notice specific symptoms indicating that your digital ecosystem is out of balance. These include paying for software subscriptions your team barely uses, relying on manual data entry that wastes time, or dealing with systems that don’t “talk” to each other. You may also see low employee morale caused by clunky tools or stagnant customer retention rates. If you recognize these issues, I can help you streamline your technology to fix the root causes.

I served as a Digital Advisor for the federally funded Canada Digital Adoption Program (CDAP). I created Digital Adoption Plans to help organizations secure funding or justify operational investments. These documents outline your budgets, timelines, risks, and software recommendations. I have successfully completed CDAP plans for various organizations, helping them digitize business processes and scale their operations.

I focus on profitability by targeting “friction”—the hidden costs and wasted labour in your current processes. By removing these inefficiencies, we cut operational waste. I also use an agile process that allows us to test changes with small groups before rolling them out to the whole company. This ensures we measure the impact of improvements iteratively, helping you achieve a strong return on investment through increased efficiency and customer retention.

The B2B Cohort is a networking group I run for freelancers, consultants, and small business owners who serve growing companies. It is designed for professionals with a “giver’s mindset” who want to share expertise, gain support, and build trusting relationships. Members get access to monthly events, a member directory, and a referral program.

Think of your business like a unicyclist performing for a crowd. The unicyclist must constantly move to maintain balance; without movement, they fall. Similarly, your business relies on customer-centricity—keeping the customer at the center—to maintain its balance and momentum. I provide the technology and strategies that keep your “wheels” moving smoothly so you can captivate your audience and grow.

Software companies naturally want to sell you their specific product, often relying on marketing hype and sleek presentations to win your business. In contrast, I provide an objective perspective. I use a structured Cost-Benefit Analysis to look beyond the sales pitch, quantifying the potential gains and expenses of each option to ensure you make a decision based on data rather than a “gut feeling.” This approach prevents you from purchasing expensive tools that you only partially use, avoiding the common trap of paying for “underutilized SaaS subscriptions” that drain your budget.

Furthermore, individual software vendors typically focus on solving a single problem, such as sales or accounting, without considering how that tool fits into your broader ecosystem. This siloed approach often leads to poor data integration, where systems fail to communicate, forcing your team to waste time on manual data entry. I view your business holistically by mapping your entire Customer Journey to identify gaps between your different departments and touchpoints. I ensure that any new technology integrates seamlessly with your existing processes, creating a unified customer experience and a smoother workflow for your team.

Finally, purchasing software is only the first step; getting your team to actually use it is often the hardest part. While vendors may provide technical support, I focus on the “people side” of the transition by offering software engagement assessments and change management support. I help you plan the rollout, train your staff, and create feedback loops to ensure your team feels supported. This focus on adoption ensures that your investment in technology translates into real productivity gains rather than frustration and employee turnover.

Yes. I collaborate with your internal staff and external partners to ensure your technology supports your growth goals rather than creating confusion. My role often involves bridging the gap between your investment in tools and their actual execution, ensuring that systems like your CRM, eCommerce platform, and website work together rather than in isolation.

I focus on seamless data integration to remove “information silos,” which often force teams to rely on manual data entry and lead to errors. By mapping your customer journey, I help your existing vendors align their efforts to create a unified experience that improves operational efficiency and benefits your customers.