About CRM Essentials, LLC

Focusing on trends in the CRM industry

Providing insights on how CRM and related technologies are transforming the vendor-customer relationship


  • Customer-focused digital transformation
  • Voice-first driven customer engagement
  • CRM-ish applications and platforms


About Brent Leary

Brent Leary is a CRM industry analyst, advisor, author, speaker and award-winning blogger. He is co-founder and Partner of CRM Essentials LLC, an Atlanta-based CRM advisory firm covering tools and strategies for improving business relationships. He is the co-chair of CRM Evolution 2018, CRM Magazine's annual industry event. Leary writes regularly for CRM magazine and The Atlanta Tribune, where he also serves on the editorial advisory board. He hosts the weekly One on One conversation series for Small Business Trends. Leary also cohosts two video podcasts - The CRM Playaz and Watching Amazon. He is in the process of writing his next book, "The Amazon Effect: How a New Customer Culture is Creating Crazy New Business Opportunities and Killing Companies That Won't Adapt", due out in 2019.

Pyramid of Customer Loyalty