It all comes down to people. The makeup of your project team will be one of the greatest determining factors of your CRM project’s success. We’ve worked alongside scale-ups, larger corporate businesses and nonprofits, and I can say with confidence that the below roles create a well-rounded project team, regardless of the size of the organisation or the scale of the project. However, for smaller businesses or projects, you may have a single person covering multiple roles in the below table. The important thing is that there is a name next to each of these boxes, so that the division of roles and responsibilities is clear and covers the necessary capabilities.
It's easy for a CRM to become an expensive cloud-rolodex. CRM systems only deliver on their transformational potential when everyone from CEO to the sales floor are actually using the system in the right way. Below are the keys to getting everyone on the CRM bus from the outset:
You need a document signed. Maybe it's a contract. A disclosure statement. It could be anything. You attach it to an email and send it to your client. Your client prints it out and completes it. They sign it, scan it, attach it to an email and send it back. You print it and give it to your admin team. They double enter the data back into your system and file it. What a horrendous waste of time.