Customer relationship management (CRM) isn’t just technology—it’s a business philosophy. Assembling an effective CRM implementation team requires a systematized review of the skill sets and mindsets needed to deliver a successful launch. When it comes to developing your project team and assigning CRM roles, the key is to create balance through department representation.
The purpose of building an implementation team is to foster buy-in from the top down. When all applicable areas of your organization are represented, balance is created, which should help to improve the design and functionality of your CRM system.
The size of your organization, the number of departments involved, and the number of CRM users will affect the size of your implementation team.
In addition, team members may serve different purposes at different points in the CRM project—so don’t be afraid to shift responsibilities as you see fit. Consulting a CRM solutions partner to help you identify your team may be a helpful option too.
Outlined below are six key CRM roles for an implementation project:
- Executive Sponsor – Executive sponsors are key stakeholders who establish the vision and end goals for the project and help define CRM key performance indicators (KPI).
- Project Manager – The project manager is the “owner” of your CRM project from start to finish. This person defines the scope of the project, monitors progress, and helps the team stay on task. This role requires collaboration and foresight to help the design of the CRM system meet KPI.
- Implementation Partner – The implementation partner is an external consultant or vendor company that provides the technical skills to set up the CRM software solution. This person or team can work with the executive sponsor and project manager to help solidify CRM KPI. They also can provide technical support and training after the launch.
- Department Team Leader – Department team leaders represent various areas of your organization to support balanced CRM functionality. Each department leader is responsible for defining the needs of the department to the project manager and promoting the system to end-users and stakeholders.
- Pilot User – Pilot users may include department team leaders and a few department end-users to test the system during implementation and provide feedback to the project manager.
- IT/Admin User – Information technology (IT) or system administrators should be involved in your CRM implementation project. This role can help configure a reliable environment for your CRM system, data, and structure, perhaps with enterprise resource planning (ERP) software integrations.
While most CRM systems are designed to work out of the box, remember it’s not a one-size-fits-all solution that any member of your team can or should implement. CRM implementation projects run smoother when there are clearly defined CRM roles.
Are you considering starting a new CRM implementation project? With certified experience in Microsoft Dynamics 365 and Salesforce CRM solutions, we’re here to assist. No matter where you are in your CRM journey, we can help you define CRM roles and KPI and provide technical assistance to support your goals. Contact the Business Technology Solutions team at Forvis Mazars by sumbitting a Contact Us form.