CRM Leadership
Leading the CRM Team
What does CRM do for you?
Business is built on long term relationships – branding, service and support all contribute. The right Customer Relationship Management (CRM) program will help your business maintain and build upon your commitments to your business relationships and transactions. You want to stay on top of all the details with each of your customers. Having all those details in one central location accessible by everyone in your organization will provide the immediate success you need daily.
What leadership do you need for CRM?
One of the biggest components of success is having someone in your organization with the responsibility to be the CRM Administrator.
This person is akin to ship’s pilot – the captain sets the course, and the pilot makes the minute-by-minute decisions to get the ship to the destination. Though you might have a few people on board that know something about sailing, the pilot takes responsibility for steering through the channel. We have discovered that those companies that designate a CRM Administrator realize a high return on the CRM investment.
The CRM Administrator often has a “real day job” within the organization but is tasked with (and committed to) overseeing the steps of the CRM operations. Since processes and data collection often change over time, the Administrator often makes minor customizations to the system. The Administrator will work with us to chart a course for the business overall, and knows enough about the daily tasks of the end users to make the CRM useful to them. As time goes on the administrator will inquire about new demands of the CRM to streamline business processes as they evolve..
The CRM Administrator
- Keeps the utilization of the CRM program in the company on track
- Brings new and existing employees up to speed
- Recognizes and defines standards
- Reviews and updates business processes
With foresight and direction from your executives, evaluation and set-up of your business by experienced consultants, and enabling a CRM administrator; success with your CRM program is assured.
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