Interview with Mark Kofman, Founder of Parma AI – Rethinking CRM Through Micro Products & AI
In this episode, Rob sits down with Mark Kofman, founder of Parma AI, to explore how his team is reinventing CRM through a modular, minimalist approach. Mark shares the inspiration behind Parma’s “micro products” model, explains the future of CRM platforms with AI agents, and introduces FAQIR — a powerful AI tool that turns customer conversations into high-ranking website FAQs.
We also dig into:

• Why building “just a better CRM” was a mistake
• How to approach CRM migration (start with reporting!)
• The value of staying close to entrepreneurs at every stage
• What sets Parma apart in a crowded CRM space

Plus, Mark gives practical advice for startups and software builders and shares insights into where AI and CRM are headed next.
Watch the full interview here:
https://fathom.video/share/u28wSqvgWTmwiM7RQRCczNEBY1PR7yy6

Why guess what will work when you can model the outcome? In this episode, Franck Ardourel, a CX researcher and professor at Santa Clara University, joins Rob Riggs to unpack how AI can help leaders forecast the impact of marketing, service, and operational investments—before taking action. From reducing churn to optimizing customer journeys, this conversation explores a practical framework for predicting ROI across CX efforts. If you’ve ever wanted a crystal ball for business decisions, this one’s for you.

More info at:

franckardourel.com

codeconspirators.com

• Topics discussed: CX ROI modeling, predictive analytics in CX, customer journey optimization, AI-powered business strategy, marketing investment planning, CXRI tool, customer experience metrics, churn reduction strategies, SaaS marketing automation, pre-effort ROI forecasting

Cracking the Code: Inside Intel (AI summary of our recent study, how to get more value from your CRM)

Download the Resource:

⁠⁠https://smartcrm.codeconspirators.com/smart-crm-toolkit⁠⁠

If your CRM is full of names—but low on results—this episode is for you.

Too many firms treat the CRM like a digital filing cabinet. It holds contact info, a few deal notes, and maybe a tag or two. But there’s no movement. No automation. No feedback loop. Just data entry and crossed fingers.

This episode is the final piece in our “Smarten Up Your CRM” series—and we’re going out strong with a full playbook for turning your CRM into a revenue system.

Inside, we break down the 7 shifts every growing firm needs to make:

• Why your CRM isn’t driving growth (even if it’s “set up”)

• The high cost of scattered tools—and how to simplify your stack

• How to build a pipeline that actually moves leads forward

• What metrics actually matter—and which ones are wasting your time

• How automation becomes your most consistent closer

• Why most firms stall after the sale—and how to turn deals into LTV

• How to shift from gut feel to a system that drives clear, daily decisions

Whether you're running a law firm, a med practice, or a services agency—this episode will give you the mindset and practical roadmap to:

✅ Reduce lead leakage

✅ Automate the predictable

✅ Track what’s working in real time

✅ And finally build a system your team actually uses

You’ll also hear real-world examples of small teams making these shifts—and the impact it’s had on their growth, clarity, and peace of mind.

If you're ready to stop reacting and start scaling—this episode will give you the clarity (and confidence) to do it.

🎯 Plus, we’ll share a free resource you can use today: The Smart CRM Toolkit — a plug-and-play resource with:

• CRM comparison checklist

• Pipeline templates

• Automation triggers

• ROI calculator

• Dashboard examples

• A self-audit to find quick wins in your current system

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📥 Download the Toolkit →⁠⁠ ⁠click here⁠⁠⁠

💬 Book a CRM strategy call →⁠⁠ ⁠click here⁠⁠⁠

📤 Share this episode with someone stuck in spreadsheet hell.