Smith & Nephew

Smith & Nephew is a global medical technology business dedicated to helping improve people's lives. With annual sales of over $4.3 billion it employs more than 11,000 employees in over 90 countries worldwide, it specialises in Orthopaedics Reconstruction, Advanced Wound Management, Sports Medicine and Trauma & Extremities. The Group has a history dating back over 150 years to the family enterprise of Thomas James Smith who opened a small pharmacy in Hull, England in 1856.

Client relationship management (CRM) system implementation

Smith & Nephew initiated an extremely ambitious change programme to introduce cutting edge tools, technology and processes across its sales and marketing business. We were engaged at several stages of the change programme to support the team to develop a clear and concise business case for a new Client Relationship Management (CRM) System. We mapped business processes to define the system requirements before progressing to run the training and change work-streams for a global roll out across 9 international regions.

Gold standard sales

Following the phase one launch of the new CRM System and improved ways of working, Smith & Nephews UKI team embarked on an ambitious change programme with an extremely aggressive timeline. The UKI team set about driving adoption and engagement to enable them to become the Gold Standard Region within Global Sales. We acted as an independent chair for their CRM steering committee and ran workshops to define their adoption road map and targets.

CRM Software Adoption


Nine Feet Tall managed to deliver the Client Relationship Management (CRM) Pulse Programme and ensured that our teams across Europe embraced the new system and ways of working.

Andy WarburtonSalesforce Effectiveness Manager, Smith & Nephew