{"id":63868,"date":"2026-10-30T05:00:00","date_gmt":"2026-10-30T12:00:00","guid":{"rendered":"https:\/\/www.yardi.com\/blog\/?p=63868"},"modified":"2026-10-29T09:27:41","modified_gmt":"2026-10-29T16:27:41","slug":"senior-living-crm-tips-from-operators-on-the-road","status":"publish","type":"post","link":"https:\/\/www.yardi.com\/blog\/senior-living-crm-tips-from-operators-on-the-road\/","title":{"rendered":"Senior living CRM tips from operators on the road"},"content":{"rendered":"\n<p>The best senior living CRM tips don\u2019t come from a manual. They come from operators who worked through challenges, gave feedback to their technology partner and built something better together. Starting in fall 2025, the Yardi Senior CRM Road Show brought that kind of conversation to six cities across the U.S. and Canada, meeting operators in person in their own regions.<\/p>\n\n\n\n<p>Our <a href=\"https:\/\/www.yardi.com\/resources\/shn-senior-living-road-show-white-paper\/\">new white paper<\/a> captures what four of those operators are doing with their CRM, and what they took home from the Road Show. Here\u2019s a look at a few of the themes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-crm-tips-start-with-knowing-your-data\">CRM tips start with knowing your data<\/h2>\n\n\n\n<p>One pattern across all four operators is that CRM success builds over time. It doesn\u2019t magically happen at implementation. Teams use the system more consistently, give their technology partner better feedback and get more tailored results in return.<\/p>\n\n\n\n<p><a href=\"https:\/\/chartwell.com\/\">Chartwell Retirement Residences<\/a>, which operates 170 properties across four Canadian provinces in two languages, has seen this evolution firsthand. As more staff members use <a href=\"https:\/\/www.yardi.com\/blog\/senior-crm\/\">Yardi Senior CRM<\/a> regularly, the data improves. So does Chartwell\u2019s ability to track which referral partners are actually driving move-ins.<\/p>\n\n\n\n<p>That kind of visibility changes how a team works. It\u2019s one of the senior living CRM tips that sounds simple but takes a real commitment to data discipline to achieve.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ask-your-crm-partner-for-what-you-need\">Ask your CRM partner for what you need<\/h2>\n\n\n\n<p>Another theme the four operators share: The operators who got the most from their CRM were the ones who actively asked for more.<\/p>\n\n\n\n<p>\u201cThe Road Show really helped to frame our strategic decisions,\u201d said Amanda Richards, senior director of sales strategy at Chartwell. \u201cWe looked at it as an opportunity to dive into the new products and look at everything, and then we went back with very specific things that we needed to look at.\u201d<\/p>\n\n\n\n<p><a href=\"https:\/\/www.silverado.com\/\">Silverado Senior Living<\/a> had a similar experience. When custom reporting capabilities weren\u2019t meeting their needs early on, the team worked around it, but they kept raising it. \u201cWe presented those challenges to Yardi over the years, and Yardi responded,\u201d said Jeffrey Frum, SVP of sales and marketing at Silverado.<\/p>\n\n\n\n<p>That responsiveness is a thread throughout the white paper. The operators who leaned into their partnership \u2014 asking questions, flagging gaps, showing up to the Road Show \u2014 came away with more than those who waited for improvements to arrive.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-connect-your-crm-to-the-metrics-that-matter\">Connect your CRM to the metrics that matter<\/h2>\n\n\n\n<p>A third senior living CRM tip from these operators: Make sure your dashboards reflect the KPIs your unique company runs on, not just the defaults.<\/p>\n\n\n\n<p>Silverado worked with the Yardi senior living client services team to build custom dashboards in <a href=\"https:\/\/www.yardi.com\/blog\/senior-iq\/\">Senior IQ<\/a> that gave their team quick access to the metrics tied to the health of their business \u2014 from clinical data to sales pipeline to census to accounts receivable. The result was a solution that gave their entire leadership team a shared view of performance across the organization.<\/p>\n\n\n\n<p>The white paper goes deeper on how each operator personalized their CRM experience and what happened when they did. <a href=\"https:\/\/www.yardi.com\/resources\/shn-senior-living-road-show-white-paper\/\">Read the full stories<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-the-road-show-adds-that-a-conference-can-t\">What the Road Show adds that a conference can\u2019t<\/h2>\n\n\n\n<p>Beyond the CRM wins, all four operators pointed to the Road Show format itself as something different from a typical industry event. Specific, actionable discussions that rarely happen in a large conference setting happened naturally with smaller groups, direct access to the Yardi senior living client services team and peer-to-peer conversations.<\/p>\n\n\n\n<p>\u201cI came out of it with more one-on-one attention than I ever thought I would get,\u201d Frum said. \u201cI felt appreciated as a customer. They had authentic support, and it\u2019s cool to hear what\u2019s going on personally, not just in an audience.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-s-next-for-the-road-show\">What&#8217;s next for the Road Show<\/h2>\n\n\n\n<p>In 2026, we expanded the Road Show to include clinical care in addition to CRM, adding Yardi EHR to the mix for a more holistic approach to the resident experience. Now called the Yardi Senior Living Road Show, stops this summer and fall include a return to Toronto as well as Washington, D.C., Chicago, Houston and wrapping up in Santa Barbara in November.<\/p>\n\n\n\n<p>To find out when the Road Show is coming to your region, check for updates on the <a href=\"https:\/\/meet.yardi.com\/senior-living-road-show\/\">Yardi Senior Living Road Show<\/a> page.<\/p>\n\n\n\n<p><\/p>\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>Four senior living operators share CRM tips and results from the Yardi Senior CRM Road Show. See what they learned and get the free white paper.<\/p>\n","protected":false},"author":3663,"featured_media":63869,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_s2mail":"yes","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[2618,3290,2952],"tags":[],"class_list":["post-63868","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-events","category-senior-crm","category-senior-living"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Yardi Blog<\/title>\n<meta name=\"description\" content=\"What do senior living operators know about getting more from their CRM? 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