Gabriel Harr

Background

About Gabriel Harr

Product Owner at Evernorth, Cigna's health services division, with 10+ years' experience in the Salesforce ecosystem as an end-user, designer, and implementer. My background includes customer success delivery, client-facing Salesforce/Gainsight professional services consulting, and internal product ownership. I have seen firsthand how over 20 companies use CRM - what works, what doesn't work, and why. Not once have I seen a team successfully "tactic" their way to a solution. The best solutions are built when "business value" has a clear definition accepted by all, teams stick with defining the problem until it is truly understood, and the problem can be communicated succinctly to technical and non-technical audiences. The shape of technology and the behaviors of those interreacting with it should be the result of being in lock step with growth + retention strategy. If there is no foundational growth + retention strategy, then spend the bulk of your time there first.