How ID360 keeps long-term client work from turning into complete chaos

When your business is built on relationships, details pile up fast.

There are proposal revisions buried in email threads, follow-ups that need to happen three weeks from now, and client conversations happening over Gmail, LinkedIn, text, Zoom, and probably while someone’s boarding a flight somewhere.

Then multiply that across multiple projects, multiple stakeholders, and multiple clients at once.

Sounds fun, right?

For ID360, that level of complexity is just part of the job. Which means keeping everything organized isn’t optional.

In a world where leadership challenges are becoming more complex, ID360 helps organizations develop leaders who can navigate change, strengthen culture, and drive measurable business results. Their work has helped organizations improve retention, engagement, productivity, and leadership effectiveness through customized coaching, cohort programs, and leadership development initiatives.

Helping leadership teams work better together

ID360 helps organizations solve leadership challenges that directly impact retention, engagement, productivity, and profitability. Their programs have produced measurable results, including increases in retention, engagement, and productivity across client organizations.

At the center of ID360's work is its proprietary ID360 LeadershipOS—a framework designed to help leadership teams communicate better, make smarter decisions, stay accountable, and actually follow through on execution. The system combines leadership development, team effectiveness, accountability, and practical implementation into one cohesive approach.

Their clients are usually VP- and director-level leaders navigating major organizational change, which means the work goes far beyond quick fixes or one-off projects.

“We’re in it for the long game,” said Jade Parks, Operations Lead at ID360.

“We’re truly their partner in helping them achieve their goals and help them fill their gaps and challenges.”

That long-term partnership approach means engagements often last six months to a year, with new projects naturally growing from there. And because every client relationship evolves differently, there are a lot of moving pieces happening behind the scenes at any given time.

Unlike transactional businesses, ID360's engagements often span months or even years. A single client relationship may involve executive coaching, stakeholder interviews, leadership assessments, workshops, cohort programs, and ongoing follow-up with multiple leaders across the organization. Keeping those relationships connected is critical to delivering meaningful leadership outcomes.

Finding a CRM that worked

Before moving to Copper in 2022, ID360 used Daylight as their CRM. The team liked the platform, but eventually needed something that fit more seamlessly into the tools they already relied on every day.

Now, Copper helps ID360 keep client relationships, communication, projects, and workflows connected in one place, without having to jump between systems.

“Copper’s definitely become a core operational tool for us,” said Parks.

“We rely heavily on it to keep track of our opportunities, projects, communication and relationships with clients and prospects, tasks, follow-up — you name it.”

And Copper’s Google Workspace integration ended up being the deciding factor.

“One thing that we love about Copper is all the integration with Gmail and Google Calendar,” Parks said. “I absolutely adore that it integrates so well.”

And honestly, “adore” is not a word people casually throw around about CRMs.

Finally, a CRM that works where they already work

Like a lot of lean consulting teams, ID360 spends most of their day inside Gmail, Google Calendar, and Google Drive. Nobody wanted another platform that required constant tab-switching and manual updates just to keep information current.

Copper fit into their existing workflow instead of forcing the team to completely change how they operated.

That flexibility matters because the ID360 team wears a lot of hats.

Parks handles a lot of the day-to-day operations, scheduling, coordination, and follow-up work, while the rest of the team uses Copper to manage sales activity, projects, and client communication.

Since everyone’s involved in different parts of the business, having one shared place to see what’s happening saves the team from hunting through inboxes or pinging each other for updates all day.

And because client conversations don’t just live in email, Copper helps keep everything connected. If ID360 founder and CEO Kim Zoller is texting a client or messaging someone on LinkedIn, she logs those conversations directly into Copper so the whole team can stay in the loop.

“That way we don’t drop any balls,” Parks explained. “Because I’m able to look at that contact, even though I wasn’t on that communication, I’m still able to see where the communication left off.”

For a company focused on leadership development, continuity matters. A missed detail isn't just an operational problem—it can impact trust, momentum, and the long-term success of a client engagement. Having visibility into communication helps the team stay aligned and better support the leaders they serve.

Related: Are you juggling too many hats? Here's how you can manage them all.

Managing long sales cycles without losing track of anything

At ID360, sales conversations don’t usually wrap up after one meeting and a quick “sounds good!” email.

Some projects move fast. Others take months of conversations, planning, stakeholder alignment, and figuring out exactly what the client needs. Since every engagement is customized, the team needed a way to keep opportunities moving without turning their pipeline into a giant mess of sticky notes and crossed fingers.

That’s where Copper’s pipelines come in. Their main sales pipeline includes stages like:

• Initial contact

• Information-gathering meeting

• Qualified lead

• Proposal created

• Proposal sent

• Discussion and negotiation

• Won project

• On hold

• Lost opportunity

The setup gives the team a quick snapshot of what’s moving, what’s stalled, and what needs attention, while still letting them dig into the details behind each opportunity.

“We love having that bird’s-eye view,” Parks said. “While also being able to double-click in and see all the nitty-gritty details.”

And because the team loves a good system, they’ve also found creative ways to use pipelines outside of traditional sales tracking.

When ID360 was coordinating outreach around Zoller’s book Leadership Mastery, they experimented with dedicated stages and tags to track who received books, who still needed follow-up, and where conversations stood.

(Because even book mail-outs deserve a beautifully organized workflow!)

Keeping projects moving without losing the human touch

Once a deal closes, the ID360 team turns the opportunity directly into a project inside Copper. From there, they use project templates for recurring work like executive coaching programs or annual workshops, then tweak everything based on what that specific client actually needs.

Because at ID360, no two client engagements rarely look the same.

The team likes having structure in place, but they also need the flexibility to personalize things as projects evolve. That’s one reason they don’t lean too heavily on automated email sequences inside Copper.

“We’re trying to automate things more while still having that very human, very personal touch,” Parks said.

Instead, the team relies heavily on:

• Task reminders

• Shared email templates

• Opportunity tracking

• Project visibility

• Inbox-based workflow management

For Parks, the Gmail integration does a lot of the heavy lifting day to day since she manages so much of the follow-up coordination.

“I love that I can adjust anything in the inbox,” she said. “I don’t have to go into Copper and find the task and make all the changes there.”

Using Copper alongside the rest of their tech stack

ID360 also uses GoHighLevel for websites, online courses, and larger workflow automations, with Zapier syncing updates back into Copper.

But even with additional tools in the mix, Copper remains the operational center of the business.

“When it comes to the people and the projects and the tasks and the opportunities, I prefer [Copper],” Parks said.

That’s partly because Copper gives the team a clean way to organize relationship history across multiple projects at once.

“Sarah from Google could be in three different projects that we’re doing,” Parks explained. “So we’re able to link specific conversations to specific projects.”

That level of organization becomes incredibly important when your business depends on nuanced, long-term client relationships instead of one-off transactions.