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How B2B Businesses Can Learn from Will Guidara’s Recipe for Success to Supercharge CRM Implementation
Ilan Gross
May 19, 2025
Introduction: The Art of Standing Out
Will Guidara took Eleven Madison Park from #50 to #1 on the World’s 50 Best Restaurants list by redefining hospitality. His secret? He didn’t just compete—he found gaps where competitors fell short and delivered unmatched value in those areas. For B2B businesses, this approach is a blueprint for success, especially when implementing a CRM system. By leveraging Lumen’s Sales training, CRM strategy, and Decision Matrix, B2B companies can emulate Guidara’s process: identify weaknesses in the market, optimize processes, and embed excellence into their CRM to drive growth.
Lesson 1: Find the Gaps, focus on What Competitors Don’t Do Well
Guidara’s genius was in spotting what top restaurants overlooked—personalized, memorable guest experiences. He introduced “unreasonable hospitality,” like gifting a hot dog to guests who mentioned missing street food. This wasn’t about outspending competitors but about adding value where others didn’t.
B2B Application:
Conduct a competitive analysis to identify where your competitors’ customer experiences fall short. Are their sales processes slow? Do they lack personalized follow-ups? Use Lumen’s Decision Matrix to evaluate these gaps systematically. This tool helps you prioritize opportunities based on impact and ease of implementation, ensuring you focus on high-value improvements. For example, if competitors have clunky onboarding, streamline yours with automated CRM workflows to delight clients from day one.
Lesson 2: Build a Process to Deliver Consistent Excellence
Guidara didn’t rely on one-off gestures. He created systems to ensure every guest felt valued, training his team to anticipate needs and act decisively. This process turned Eleven Madison Park into a hospitality powerhouse.
B2B Application:
A CRM is only as good as the processes behind it. Lumen’s sales training equips teams to use CRM tools effectively, fostering a culture of proactive client engagement. Train your team to log every interaction, anticipate client needs (e.g., suggesting solutions before issues arise), and personalize outreach. For instance, use CRM data to identify upsell opportunities based on client behavior, mirroring Guidara’s tailored guest experiences. Lumen’s training ensures these habits are embedded, making excellence repeatable.
Lesson 3: Embed Success in Your CRM Strategy
Guidara’s team didn’t just memorize guest preferences—they used data to deliver magic consistently. Similarly, a CRM isn’t a static tool; it’s the backbone of your customer relationships.
B2B Application:
Lumen’s CRM strategy helps B2B businesses structure their CRM to capture and act on critical data. Configure your CRM to track client pain points, preferences, and buying patterns. Use Lumen’s Decision Matrix to decide which CRM features (e.g., automated follow-ups, pipeline tracking) will address the gaps you’ve identified. For example, if competitors neglect post-sale support, set up CRM alerts for regular check-ins, ensuring clients feel valued long-term. This data-driven approach turns your CRM into a competitive weapon.
Lesson 4: Compete by Adding the Most Value, the Easiest Way
Guidara didn’t overhaul his menu or decor to win—he focused on hospitality, a high-impact area with relatively low cost. This allowed Eleven Madison Park to differentiate itself without massive investment.
B2B Application:
Use Lumen’s Decision Matrix to pinpoint “easy wins” that deliver outsized value. For instance, if competitors’ sales teams are slow to respond, implement CRM automation to send instant, personalized replies to inquiries. Lumen’s sales training reinforces this by teaching reps to prioritize responsiveness, building trust and closing deals faster. By focusing on high-impact, low-effort improvements, you can outshine competitors without overextending resources.
Conclusion: Your Path to CRM Success
Will Guidara’s rise to #1 wasn’t about being the biggest or flashiest—it was about finding gaps, building processes, and delivering value where others didn’t. B2B businesses can achieve similar success by applying Lumen’s sales training, CRM strategy, and Decision Matrix to their CRM implementation. Start by analyzing competitors, train your team to leverage CRM tools, and use data to create unforgettable client experiences. With Lumen’s tools, you can embed Guidara’s principles into your business, turning your CRM into a growth engine.
Ready to transform your B2B business?
Contact Lumen Business today to learn how our sales training, CRM strategy, and Decision Matrix can help you implement a CRM that drives results.
Ilan Gross
