About Customery

Hi, I’m Neil. Thanks for visiting Customery. I built this site to share my passion for implementing Microsoft Dynamics 365 with the agile Scrum framework. I want all your Dynamics 365 projects to use the Scrum framework and to be outrageously successful. It's great to have you here.


I grew up near Belfast, went to university and started my career in Edinburgh, lived in London for 12 years and then Los Angeles for three years until I immigrated to Brisbane with my Aussie-Danish wife and our two American-British-Irish-Danish-Australian kids in 2015. So now you know why I have a strange accent.

I implement CRM software using the agile Scrum framework. If you think that sounds like the best job on earth, you’d be right. That’s exactly how I feel too.

My Story

I studied biochemistry at Edinburgh University and during my final year I applied for every graduate position in every big company I could think of. And some I had never even heard of. I interviewed with lots of companies all over the UK. I got exactly zero offers by the time I graduated. So I applied for a role as a resourcer at a local, family-run IT recruitment firm in Edinburgh and was fortunate enough to start my career in sales right there.

The first CRM system I ever used was called Cardbox. It was 1996 and it was mind-blowing stuff. The company was acquired a couple of years later and we got a new CRM system. I was asked to visit our offices across the UK to map out how each office was using the system and what changes we should make — my first role as a CRM business analyst.

For a short time I joined the Royal Bank of Scotland’s internal management consultancy as they tried to sell their consulting services to the bank’s customers. The job didn’t last long — RBS acquired NatWest and all our consultants were directed onto internal merger projects — but three great things came out of that job. I met a girl, Natascha. I had a great manager who taught me heaps about management consulting. And I got to perform a CRM process and systems review. That introduced me to Onyx CRM software and a new job in Kingston-upon-Thames with Interliant, an Onyx partner.

Unfortunately, Interliant didn’t last too long but I got to learn about the application service provider model (what we call the Cloud today). And I got to work with another great manager, who hired me as a freelance CRM consultant in his next role at Rackspace to help them implement Onyx.

It was Rackspace that really gave me a taste for cloud computing combined with Fanatical Support so once that project was done I called Sage, Salesforce.com and Microsoft to see if I could become a hosting partner.

Launching Increase

In April 2006, I used all my freelancer savings to establish Increase CRM, the UK’s first Microsoft Dynamics CRM hosting partner. Over the next three years I grew that business to ten team members and that’s where I met Debbie Cragg at Premier Medical Group and ran a CRM project with Scrum for the first time.

I launched Increase CRM, the UK's leading hosted CRM provider, in 2006.

I launched Increase CRM, the UK's leading hosted CRM provider, in 2006.

Increase CRM was sold in 2009, just before Microsoft launched their Dynamics CRM Online service in the UK, and I set up Customery and went freelancing again. I got involved in some bigger projects: some agile, some traditional. Most were successful. Some less so. The agile projects seemed to correlate with rewarding work and successful outcomes.

Going Agile

When I moved to Los Angeles in 2012 and started leading the SoCal CRM practice at Slalom Consulting, we used Scrum as our preferred methodology and delivered some great agile CRM projects with some fantastic clients like Advantage Sales & Marketing and American Homes 4 Rent.

By 2015 my US work permit was expiring and it was time to ship out. This time to Brisbane in Queensland, Australia, and a new role as director of the national CRM practice at a big four professional services firm. Having spent three years travelling across Australia establishing their Microsoft Business Applications practice, I’m once again having a blast evangelising Microsoft Dynamics 365 and the Scrum agile framework.