Whos job is it anyway? (ownership that is!)

15 December 2010 Written by 

One of the questions that gets asked from time to time, when looking at projects is "Who should take ownership of the CRM project, in particular the roll out phase?" On the surface, surely this should be the CRM Project Consultant, but as I discuss here, this is not entirely true, let me explain.

Of course, having a strong projects team from the CRM supplier is a must, and in our case, at OpenCRM, we put together a team of people, all with specific responsibilities, who interact to deliver the solution (more of what we do and why in a future blog article), with a lead Project Manager who will liaise directly with the client and their key personnel. But, there needs to be a CRM champion on the client side also, and it is this person in a lot of cases, that will determine the success or failure of the overall project.

We keep saying "our job is half technology management and half people management, and the people management half is the most important and usually the largest".

The CRM champion needs to be someone who has the following skills;

    • Good communicator

 

    • Respected within the organisation - can help set expectations

 

    • Can champion a cause and follow through - who believes in the CRM project

 

    • Can solicit and communicate at all levels, to understand and help define the procedures that will be implemented

 

  • Can personally, or has access to someone who can, apply pressure when needed to keep the project goals on track

Quite often this is the person who has negotiated the contract and been involved with the supplier selection, although not always. It may be someone delegated this task.

 

OpenCRM is a great repository for all of your company data, however, its how you use this data and how its use defines and streamlines the processes that get implemented that make the real difference. Users who can see the payback, because life gets easier (agreed, after some initial pain), will become advocates of the new systems and 'sell' the ideals and best practices themselves, so the CRM champions job has a limited shelf life, although, I feel that this persons role transitions through a number of phases as a successful CRM project is delivered. Once the initial delivery is completed, there is still a need for someone to monitor and plan for the future. Having a CRM Vision should be a real goal for all forward thinking businesses, so perhaps the champion remains, its just their focus that changes?

Sales Pitch : At OpenCRM we assign a dedicated team of CRM professionals to your project, commensurate to the type of project being undertaken. Our promise is : There will always be a senior Project Manager and a dedicated Technical Contact, regardless of the size of system being undertaken.

Rate this item
(0 votes)
Graham Anderson

Before I got my start in the tech industry as part of Apples UK Mac launch team, I was a professional drummer (notice I didn’t say musician). But once I got in, I was hooked and I’ve been involved in the tech industry, primarily software development, for over 20 years. I founded this company and I now have the enviable title of System Architect (as well as Managing Director) here at OpenCRM.

OpenCRM Flickr Feed



Twitter Feed

OpenCRM Don't stand still! Get moving and jump onto the learning curve and hit the ground running! #LearningCurve #OpenCRM http://t.co/RfsYaroz68
9hreplyretweetfavorite
OpenCRM Would you jump of a cliff without a parachute? Ya, me neither! #BePrepared #BeSafe #OpenCRM http://t.co/gq6qJAOo8g http://t.co/el4tnAM2u4

Address

HQ:
Software Add-ons Ltd
(OpenCRM)
1 Battalion Court
Colburn Business Park
Richmond
North Yorkshire
DL9 4QN
United Kingdom
Tel:
+44 (0)1748 473000
Fax:
+44 (0)870 125 5962
Skype:
OPENCRM_UK
Reg #:
England & Wales 05387424

marker Find on Google Maps

News

Is Your Business Stan…

It seems week in week out we take new technology on board. It may be new phone systems, or getting to grips with the 2015 version of Sage Line 50 and its integration with OpenCRM. Occasionally internal policies are reviewed, and at company meetings we learn about various bits of development that people are working on.It’s not just related to work either. A new boiler at home means reviewing the timer configuration, or if you get a new television, you...

Are you ready to make…

When looking for a new CRM system you want to be sure of what you are doing. No guess work is involved, you want to know someone will be there when you jump off, and launch yourself into this project. You establish game plans and layout your goals to make sure they are achieved.

10 Tips for Tackling …

Tackling a big project is never easy, but OpenCRM and our Project Management tools can help. You probably know already, but we recently launched our new website. I was part of the marketing team that worked on both it and the launch campaign. It was a lot of work, but so worth it in the end.

Building Blocks and C…

Often in these blog posts we write about some of the great new features that we are working on, or we will mention an existing feature to encourage users to revisit this, whether it’s an entire module to help you with project management, or action plans to help automate activities to give you a couple of examples.But often, the key is simply to determine which features will help you reach your organisational objectives. One thing I tell projects time and...

Can you feel the sea …

Sometimes, well actually most of the time in business, it can feel that you are on the edge of brilliance and destruction. Pressures from the economy, competitors, or even management can leave you feeling like you are holding on for dear life. I read an article on BBC this week about a group of architects who have designed an awesome looking house, clamped onto the side of a cliff. This triggered an office debate about whether we would like to live...

We are Local!

As a business based in the northeast, we feel proud of our heritage and what our region has to offer. We like to give back to our community and be a part of it.

LaunchWeek: Professio…

As mentioned previously, I have played a rather major role in the build of our new website. So, with only one day till launch, the pressure is on! Well, actually it’s not. The website has been under construction for quite a while now and we are more than ready to blast off.

LaunchWeek: Reflectin…

My primary job in the grand redesign of the OpenCRM website has been a refresh of some of the articles and headlines, as well as writing a few new pages completely from scratch. When you start exploring our website, you’ll soon understand why I felt completely overwhelmed. I mean, not to blow our own trumpet too much, but as OpenCRM does so much, from Lead and Contact Management to Invoicing, software integration and Reports, it can be hard to cover it...

LaunchWeek: It's a Wo…

My name is Bailey. I’m a dog. I live with Graham and work at OpenCRM. I don’t get to blog much. I like working at OpenCRM. It is fun and there are lots of people to talk to and play with. Sometimes I even get to share their lunch. Right now Graham is out for a Sunday lunch! I don’t get to go. Graham says dogs shouldn’t steal the roast. I’m not allowed to go for Sunday lunch. My work friends have been...

LaunchWeek: OpenCRM C…

So, Saturday is here and I am on the edge of my seat about the launch of our brand spanking new website. For months, our in-house marketing team have been collaborating over the re-design, re-structure and general re-vamp of the site.

LaunchWeek: Feature F…

The launch of our new website is just around the corner. My involvement in the redesign has largely focused on updating the text of the site, although I did also work closely with our lead designer, giving her feedback and a sounding board when she needed it.

LaunchWeek: Substance…

Substance and style are the yin and yang of most design, with people often struggling to keep the two in perfect balance. Substance is what I believe draws the fine line between the worlds of Fine Art and Design. When I approach a new design project, I first ask the question: how I can make the substance of the media accessible to most people? The goal, of course, is that the media is both substantive and aesthetically pleasing, giving the...

LaunchWeek: Watch Thi…

Anyone who has ever spoken with me knows that I am passionate about all things OpenCRM both as a CRM solution and company. One of the most important things that I can do as the founder and Managing Director of our company and the system architect of a system as sophisticated as OpenCRM, is to take time to listen to our customers.

What are your 4 Keys …

When looking for your next Hosted CRM system, you want the best: OpenCRM.

Does Your Online Pres…

When trying to attract the attention of potential customers, you may think that bricks & mortar retailers have an advantage, however a CRM product can help give your organisation the type of online presence that reflects your brand identity. They can use the concept of Physical Evidence to their advantage. A discounter can feature its low prices prominently. A fast found place will be brightly lit and spacious to create an environment that is welcoming and safe for families and...