Business Consulting for Growing US Businesses
Has Your Business Outgrown the Way It Operates?
My business consulting helps growing companies in the Nashville area and across the US build the roles, processes, and SOPs they need to scale.
Here’s what I see over and over:
- Job titles, but no job descriptions. Nobody can say what each role actually owns, so there’s nothing to hold people to and nothing to hire from.
- No internal SOPs. Processes live in people’s heads, in quick video clips, or in diagrams scattered across different tools with nothing pulling them together.
- Knowledge walks out the door. When someone leaves, how they did their job leaves with them.
- Too many meetings. Meetings fill the gap where clear processes should be.
- A few people carrying the load. Leaders get pulled into day-to-day work and burn out.
- No documentation or training for your team or clients. The work gets done, but nobody writes down how it works or how to use it, so the same questions keep coming back.
- Messy systems. Your CRM, project tracking, and accounting don’t line up, so nobody trusts the reports.
None of this means your team isn’t good. It means the business grew faster than its structure.
My Business Consulting Services
I’m Michelle Hill, a business consultant and Zoho Advanced Partner in Franklin, Tennessee. I’ve spent 25+ years in business strategy and 9+ years implementing Zoho CRM. My favorite work is behind the scenes, on the roles, processes, and structure that let a company grow without burning out its best people.
Role clarity and job descriptions. I help each person document what they really do, how their time is spent, and where their strengths are. Then we write job descriptions with each employee, not just for them, covering purpose, responsibilities, time allocation, decision rights, and how success is measured.
Org structure and hiring readiness. With clear roles in place, we redesign the org chart to match how work really happens, figure out where an admin or support layer is needed, and build hiring profiles so you know exactly who to hire next.
SOP library and one home for documentation. We turn your processes into a library of simple, written SOPs, from the first client conversation through final handoff. We pull scattered diagrams, videos, and documents into one central place and name an owner to keep it current.
Onboarding and training manuals. I help you build self-paced onboarding manuals, so new hires don’t have to learn by shadowing whoever has time.
Client-facing documentation and training. If you build or deliver something for clients, we create a standard way to document the finished product and train your clients to use it, so it becomes part of every project.
Sales process design. We define your sales stages, follow-up timing, and handoffs so every salesperson approaches it the same way.
Systems and CRM, when you’re ready. Once people and processes are clear, I build them into Zoho CRM and connected tools for project tracking, alerts, and accounting sync. Software works best on a solid foundation, so this comes last.
How My Business Consulting Works
I work in phases, and each phase has a checkpoint where you approve the results before we move on. Roles come first because job descriptions, hiring, SOP ownership, and performance reviews all depend on them.
Free consultation. We talk about where things feel stuck and whether I’m the right fit for your business.
Onsite discovery. Once the NDA and agreements are signed, I come to you, anywhere in the US, and spend a few days in your office watching how work really gets done and talking with your team about their pain points. The people doing the work usually know exactly where things break down.
Phase 1: Role clarity. Each team member completes a confidential role and time self-assessment, and colleagues share anonymous feedback on each other’s strengths. I use the results to build a task inventory and a strengths map, and to spot duplicated or orphaned work. Then we co-write job descriptions with each employee.
Phase 2: Structure. We redesign the org chart, define hiring profiles and top hiring needs, set up key SOPs such as time tracking, and audit recurring meetings to cut the ones that don’t need to happen.
Phase 3: Process. We build your SOP library, name a documentation owner, move everything into one home, and finish your onboarding manual.
Phase 4: Systems and scale. We clean up your CRM and connected systems, add alerts and tracking where they help, and move forward on hiring with clear roles to hire into. We’ll also talk through where AI fits into your systems, including security and best practices.
Who This Is For
US small and mid-sized businesses that:
- Are growing and feel like they’ve outgrown how they operate
- Have a team that’s overwhelmed, with the same few people carrying the load
- Have too many cooks in the kitchen, so nobody’s sure who owns what or who makes the final call
- Have job titles but no real job descriptions
- Need to hire but aren’t sure exactly who or for what
- Want to use AI to work smarter but don’t have the documented processes to make it useful
- Want to deliver documentation and training to their own clients
- Plan to implement or fix a CRM and want the foundation right first
I’m based in Franklin, TN, and work with businesses across Tennessee, Alabama, Georgia, Kentucky, and Mississippi, and with teams nationwide, onsite or remote. I work with US businesses only.
Why Work With Me
Many consultants know people and process but not technology. Many CRM consultants know software but not business. I’ve spent my career in both.
- 25+ years in business strategy, business development, and marketing
- 9+ years implementing Zoho CRM as a Zoho Advanced Partner
- Author of Beyond the Spreadsheet: Growing Your Business with a CRM
- People and process first, software second. I’ll tell you honestly what you need, and what you don’t.
Frequently Asked Questions
What does a business operations and process consultant do?
A business operations and process consultant helps a company define roles, document processes, and build the structure it needs to grow. Michelle Hill of Navigate CRM helps US businesses with org and sales structure, job descriptions, hiring readiness, SOP libraries, onboarding manuals, and client-facing documentation, and can then build those processes into Zoho CRM.
Why start with role clarity and job descriptions?
Job descriptions, hiring, SOP ownership, and performance reviews all depend on knowing who owns what. Without defined roles, there’s nothing to hire from and no one is accountable for keeping processes current. That’s why Michelle’s approach starts with role clarity.
Do I need a CRM to work with you?
No. Role clarity, org structure, and SOP work are valuable on their own. A CRM can only automate a process that already exists, so if you use Zoho CRM, or plan to, Michelle builds your processes into it as a final phase.
Do you work onsite?
Yes. Michelle travels to clients anywhere in the US for onsite discovery and team sessions. Travel is billed separately and agreed on upfront.
Do you work with businesses outside Nashville or Tennessee?
Yes. Navigate CRM is based in Franklin, Tennessee, and works with businesses across Tennessee, Alabama, Georgia, Kentucky, Mississippi, and nationwide. Michelle works with US-based businesses only.
Ready to Build a Business That Doesn’t Run on Memory?
Let’s give your team clear roles, simple processes, and one place to find everything.
michelle@navigatecrm.com · 615-300-6331 · Partner Code: NAVIGATECRM
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