National Trust

The National Trust is an independent charity that generates income through membership fees, donations and legacies to support its 350 historic buildings, gardens and monuments. With 3.7 million members and 61,000 volunteers, more than 17 million people visit National Trust properties each year with an estimated 50 million visiting their open air properties on top of this.

CRM roadmap

The National Trust set about reviewing its operational processes with a view of understanding the value currently being provided by its existing Customer Relationship Management (CRM) solution. We were engaged to carry out an audit of the existing CRM system and develop a future roadmap and business case to invest in new CRM technology.


Implemented a number of quick wins by improving customer journey and operational effectiveness

As well as developing a CRM roadmap for National Trust, Nine Feet Tall managed to deliver a number of quick wins, streamline processes and start a cultural shift to continuous improvement

Huw JonesManaging Director, Nine Feet Tall