Getting the right mix of people involved is critical to the success of your CRM project.In reality, when assembling your project team, you'll work with what you've got. If you're a smaller business without a large IT department, multiple business units, dedicated business analysts and project managers and a large senior leadership team, you'll assemble your team differently to a larger enterprise.
We've worked with many businesses between 10 -150 staff who have successfully implemented CRM by identifying the best people they have to fill the below roles:
Typically a senior business manager
The person ultimately responsible for the success of the project and the CRM's ongoing evolution and expansion within the business. They'll play a leading role in the evaluation, implementation and future roadmap. They have a deep understanding of the team's operating environment, commercial drivers and business strategy.
They're able to:
Clearly define the challenges and needs of the business Manage the project team
Delegate, mentor and keep on track
Manage the relationship with your implementation partner
Understand and provide feedback on a technical scope
"Sell" the CRM to the end users
Typically manager of the specific team/s using the CRM
The person who represents the "front line" perspective of the end users. They're at the coalface and will have the most in-depth understanding of how their teams work, their processes, current challenges and likely roadblocks to system adoption.
Articulate what data and insights they need to effectively manage their team
Gather feedback from users and identify opportunities to improve the system over time
Typically the most IT-savvy member/s of the team
This user/s may have a variety of responsibilities, including:
Super user: responsible for system testing, training and supporting users post-launch System administrator: responsible for the ongoing maintenance and improvement of the system IT support: integrating with other business systems
They're able to:
Understand the system to a deeper technical levelCommunicate technical concepts to less-technical users in a training environment
Troubleshoot and escalate technical issues to a CRM customer support team or consulting partner
Learn how to customise the CRM platform to give users what they need over time
In our experience, project teams of 3 - 4 work best. More than this can be too many cooks in the kitchen. Once you've selected your team, involve them in the evaluation at the outset.