01 / Company Overview
A new VP, a new sales team, and one shot to get the CRM right.
Andrea Eckberg, VP of North American Sales, relocated to Thibaut Designs for a significant career opportunity to drive organizational change. "We're a very transactional business. We know the more you show up, in front of a designer, face to face, the more successful you are."
Quick Hit
- ProblemAndrea recognized significant challenges and needed to implement a CRM her sales team would actually use.
- SolutionRecognizing that 100% rep adoption was essential, she selected Map My Customers as the user-friendly CRM that would gain immediate team acceptance.
- ResultsReps access more accounts, leadership gains improved visibility, and Andrea maintains stronger connection to the customer journey.
02 / The Challenge
The problem.
"We had a lot of challenges: our service wasn't stellar, we had a lot of frustrated designer-clients." When Andrea arrived at Thibaut, there was no CRM at all. "I had never worked for a company that didn't have a CRM. I had no idea what to do without a CRM to organize and keep our team on task."
Key Challenges
- What interactions drive success?No way to measure what kind of engagement actually moved the needle.
- Which customers should get focus?Are the right reps targeting the right designers and showrooms?
- What frequency is optimal?How many interactions are required, and what cadence works best?
- No CRM infrastructure"I had never worked for a company that didn't have a CRM."
03 / The Solution
The solution.
"I knew right away that Map My Customers was going to be the easiest to adopt. I was adamant that we needed 100% adoption from day one. There was no other way for success." Andrea prioritized rep value: "You need to be very clear about what the benefit is for the rep personally, otherwise adoption will not be where you need it to be."
Key Improvements
- 100% adoption from day one"Something as simple to use as Map My Customers gives our reps time back in their day."
- Crawl, walk, run approachReps got six months of unrestricted usage before tracking requirements were introduced for conversation quality and quantity.
- Rep value drives leadership valueAndrea knew MMC would bring reps into the field first, then leadership-grade decisions would follow.
"Something as simple to use as Map My Customers gives our reps time back in their day. Anyone in sales knows the most valuable thing is time, and we never have enough of it!"
Andrea EckbergVP of North American Sales, Thibaut Designs 
04 / The Results
The results.
A veteran rep noted: "This is the best tool I've ever had. It doesn't feel like additional work, it feels like a tool that makes your job easier." Three key features drive territory success:
- Pin ColorsVisual designations showing sales volume for designers and showrooms. Reps monitor A, B, and C-level account performance and growth at a glance.
- Routing ToolHelps newer reps navigate their territories more efficiently, maximizing face-time with designers.
- Lead FinderHighlights new designers and showrooms in territories, critical for Thibaut where designers frequently switch firms or launch independent agencies.
