6 Roles to Assign During Your CRM Project Implementation

When it comes to developing your project team and assigning roles, the key is to create balance through departmental representation.

Developing your team and assigning them roles based on their job responsibilities, experience, passion, and skills is crucial to your CRM project’s success.

The purpose of building a team is to foster buy-in from the top down.

When all applicable areas of your company are represented, balance is created in your CRM system, which will resolve frequent future requests for design and functionality changes.

Your 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.

There is no one-size-fits-all team description. How your team is laid out is up to your CRM project leader.

If you are the CRM project leader, ask yourself what you need from everyone to help you identify and assign roles.

You may even consult your CRM partner to help you identify your team.

Typically, team members will fall into these categories:


1. Steering Committee
This is someone who is at the executive level of your organization who steers the ship to your CRM success.

Though they are typically not involved day-to-day, they steer the vision and identify business needs to get your team where you need to go.


2. Executive Sponsors
Executive Sponsors are key stakeholders who are more involved with your CRM project.

Typically, they are a part of the department who has the most involvement in CRM, whether it’s Marketing, Customer Service, Sales, or IT.


3. Team Captain
The Team Captain is the Owner of your CRM project from start to finish. They are often the CRM Champion or Project Manager. They are very involved day-to-day.


4. Subject Matter Experts (SMEs)
Subject matter experts are in charge of a specific functionality of your CRM system and its data or how it’s structured, perhaps with ERP integrations.


5. Cross-Functional/Cross-Departmental Users
These people simply represent various areas of your company and are a part of your team to keep everything balanced.


6. Information Technology (IT)
IT must be represented in your CRM project. Their role in the project, however, will depend on the nature of your CRM Rollout.


Are you ready to learn more about what it takes to have a successful CRM Implementation?

Get Ledgeview’s new eBook: “10 Steps to a Successful CRM Implementation: Preparing for a Winning Season” here.

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About Julia Flaherty

Marketing Coordinator at Ledgeview Partners.

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