BUSINESS MEMORY

LOUISE RIDDLE

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Speaking

Forty Years of Real Experience. Not Theory.

Louise Riddle has spent more than four decades helping organisations strengthen commercial relationships — from indoor cricket arenas in Auckland to motor vehicle dealerships, construction and civil businesses, professional services and organisations of all sizes.

She is the creator of Telephone Account Management Methodology and Business Memory philosophy. Her work has included training sales professionals, guided CRM implementations and helping organisations build customer relationships that survive staff changes, market changes and the test of time.

Her presentations are not motivational speeches. They are practical, story-driven sessions grounded in thousands of real customer conversations, successes, missed opportunities, and lessons learned over a lifetime of working with businesses.

"I stopped believing that selling should be the objective. I stopped believing it the day I realised relationships were."

Talks That Change How Teams Think About Customers

Every presentation is tailored to the audience, but each is built on the same foundation: real stories, practical disciplines and ideas people can put into practice immediately.

Talk 1: Why Businesses Forget Their Customers

Businesses don’t lose customers overnight. They lose them gradually—one missed follow-up, one forgotten promise, one employee who leaves without sharing what they know. This talk reveals why good customers quietly disappear, and what disciplined relationship management looks like in practice.

Audience takeaways:

  • The hidden cost of forgetting
  • Why CRM systems alone don’t solve the problem
  • The difference between storing information and building understanding
  • How to start building Business Memory immediately

Ideal for: Sales conferences, leadership retreats, industry events

Talk 2: The Handover Gap

When an employee leaves, they can take years of customer knowledge with them. Businesses replace the person, but too often fail to preserve the understanding behind the relationship. This talk explores the Handover Gap — and how to close it before someone leaves.

Audience takeaways:

  • What actually leaves when a key employee walks out the door
  • Why customers notice immediately when handovers fail
  • How to transfer understanding, not just accounts
  • The disciplines that make continuity possible

Ideal for: Leadership teams, HR and people managers, sales directors

Talk 3: The One-Timer Opportunity

Every business has customers who bought once and quietly disappeared. Too often, the relationship ends there. Louise calls them One-Timers. This talk explores seven types of One-Timer and why unfinished customer relationships can represent significant opportunity already sitting inside the database.

Audience takeaways:

  • Why the second sale matters more than the first
  • The seven One-Timer relationship types
  • How to reconnect without selling
  • Why “delayed” does not mean “dead”

Ideal for: Sales teams, account managers, business owners

Talk 4: Human Discipline — What Makes CRM Work

Businesses invest hundreds of thousands in CRM systems, then lose customers for the same reasons they did before the software was installed. The problem isn’t technology. It’s discipline. This talk explores the Human Discipline Gap—and why relationships are lost through hundreds of small disciplines that quietly disappear.

Audience takeaways:

  • Why technology can’t replace curiosity
  • The five questions to ask before every conversation ends
  • How to turn good notes into relationship capital
  • Why leaders create the culture that protects Business Memory

Ideal for: CRM implementation teams, sales leaders, operations managers

Talk 5: Leadership and Business Memory

Business Memory becomes part of the culture when leaders pay attention to the behaviours that create it.

This talk shows leaders how to reinforce the behaviours that build Business Memory — and how to create a culture where every employee understands their role in protecting customer knowledge and relationships.

Audience takeaways:

  • What to measure beyond sales and activity
  • How to coach rather than police
  • Why asking better questions changes behaviour
  • The legacy great leaders leave behind

Ideal for: Executives, senior managers, leadership development programmes

Formats

Built Around Your Audience

Every engagement is tailored to the event, the audience, and the outcomes you want to achieve.

Format Duration Best For
Keynote 45–60 minutes Conferences, company kick-offs, industry events
Workshop Half-day (3–4 hours) Leadership teams, sales and customer-facing teams, practical skill building
Full-Day Intensive 6–7 hours Teams wanting to explore Business Memory or Telephone Account Management in greater depth
Executive Briefing 60–90 minutes Board sessions, senior leadership teams, strategic planning
Webinar / Virtual Session 45–60 minutes Distributed teams, remote audiences, introductory sessions
Panel or Fireside Chat 30–45 minutes Industry events, association meetings, networking functions

Every session includes:

  • Pre-event consultation to understand your audience and objectives
  • Tailored content drawn from your industry and challenges
  • Practical takeaways the audience can apply immediately
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What Audiences Take Away

Ideas They Can Use on Monday Morning

Louise’s presentations are designed to send audiences back to work thinking differently about their customer relationships and with practical ideas they can put into action.

Depending on the topic, audiences will explore:

  • A clear understanding of why customer relationships quietly disappear
  • Practical disciplines for building Business Memory
  • The five questions to ask before every conversation ends
  • A framework for reconnecting with forgotten One-Timers
  • Insight into closing the Handover Gap before it appears
  • A new way of thinking about CRM, follow-up, and customer knowledge
  • The seven principles of the Telephone Account Management Methodology

"Every meaningful conversation should leave the business knowing more than it knew before."

Who Louise Speaks To

Experience Across Industries

Louise has worked with organisations across a wide range of relationship-driven industries.

  • Motor vehicle dealerships
  • Construction and civil
  • Professional services
  • Manufacturing and industrial
  • Trades and service businesses
  • Membership organisations and associations
  • Not-for-profits and community organisations

“The industries change. The pattern rarely does.”

Bring Louise to Your Next Event

If you’re planning a conference, leadership retreat, team workshop or industry event, Louise can tailor a presentation to your audience and the conversations you want to create.

To enquire about availability, fees, and tailored content, get in touch.
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