One relationship.Multiple buying centres.Multiple problems to solve.

Santander Bank Polska was moving from an internally built CRM to Salesforce — a significant change inside a highly regulated banking environment.

The existing environment created real operational challenges: fragmented customer information, limited management visibility, low user engagement and reporting that often required IT support.

The opportunity was already in motion when I became involved. My role was to lead the commercial side and help navigate the deal through the organisation.

This wasn't a single buyer, single team or simple software transaction.

The process involved Santander stakeholders, Salesforce, Accenture, enterprise architecture, compliance, procurement and multiple internal approval processes.

My job was to keep those groups aligned commercially while the technical and implementation teams worked through the solution.

The deployment became the first cloud-based CRM implementation by a bank in Poland.

The initial win gave me something more valuable than another logo: credibility and organisational access.

I used that position to understand how other parts of Santander operated and where different problems existed.

That opened further motions across Santander Leasing, Consumer Banking and additional business units, including new conversations around sales processes, customer engagement and Marketing Cloud.

The problems were different. The stakeholders were different. The relationship made it possible to find and solve them.