Thomas Lange
Writing About Contact
I build Salesforce that people actually use.

Ten years in the ecosystem as a consultant, admin, lead, and now director. Before any of that, I was the person stuck using a system somebody else designed badly, which is where most of what I think about this work comes from.

Read the writing How I work
A perfect system nobody uses returns zero.

That sounds obvious and almost nobody builds like they believe it. Most implementations fail somewhere upstream of the code: a process specified by people who won't live in it, a requirement that was really a solution in disguise, a number on a dashboard that nobody can trace back to anything.

I write about that gap, mostly with examples.

Featured writing
Every Client I Lost, Lost the Same Way
None of them left over a bug.
Why the Standard CRM Data Model Doesn't Fit Construction
The default objects encode assumptions. Most of them are wrong here.
Volume Was Never the Problem
What AI changed, and what it didn't.
How I work
Understand it before you automate it.
Automating a process you don't understand makes it break faster and somewhere harder to find.
Design the capture to answer the question.
The best decisions serve the person entering data and the person reading the report at the same time.
Show your work.
A number with no visible derivation isn't usable in a room, however accurate it is.
Read the schema first.
Half of what shows up in testing as a requirement change was something nobody checked.
Written and built by Thomas Lange. Views are my own and don't represent my employer.