CRM Governance Part 4: Putting Together a CRM Center of Excellence Team
If your organization is using CRM as a platform with more than one line of business deploying applications, you need to have a solid strategy in place to manage these initiatives. You also need to increase efficiencies along the way. In this 6-part series on using governance in CRM implementations, we discuss how a governance strategy, designed and implemented correctly, can help you manage your initiatives while getting the most from your CRM investment. To get up to speed on this series, read Parts 1-3:
Part 1: A Definition, and What Can Happen Without It defines governance and discusses the benefits of a governance strategy
Part 2: 4 Powerful Benefits of Governance in CRM discusses the specific benefits of CRM governance
Part 3: Putting CRM Governance into Action through CRM “Centers of Excellence” introduces Centers of Excellence as a strategic approach to CRM governance.
The Key Roles and Responsibilities of the CRM Center of Excellence Team
The CRM Center of Excellence (CoE) is a central team of experts in both the CRM platform and the organization’s business that is responsible for:
- Assessing CRM-related projects
- Standardizing processes
- Ensuring the delivery of best practices
This ensures the governance program stays on track and achieves its goals while creating a unified approach.
Depending on the size of your CRM program, the following roles can be centralized within the CoE to assist smaller development groups building specific line of business (LOB) solutions on the platform:
Program Manager – A critical role for managing several related projects. Ensures business goals and objectives of the program are being met and that communication is managed seamlessly across the organization. Can also manage the execution of the governance team.
CRM Solution Architect – Provides support and guidance around the technical direction of the development and maintenance teams, ensuring they are abiding by code standards, leveraging reusable assets, and creating maintainable solutions. Works closely with the CoE developer to identify, package, and document code that can be reused across the program and teams.
CRM Senior Developer – Provides technical support, insights into the product’s architectural road map, and manages best practices regarding its configuration and extensibility. Leads the effort of cataloging, standardizing, and evangelizing shared components and modules. Plays a part in testing and training as necessary.
CRM Functional Analyst – Often works with the business in early stage requirements development to refine them into more consistent and tangible work items, document them in a standardized toolset, and promote the reuse of any previously built solutions.
Test Manager – Responsible for quality of technical deliverables across the program. Defines Master Test Plans (MTP), coordinates support for test efforts while supporting testing of reusable assets and ensuring proper test scripts are created.
Training Manager – Provides training guidance, coordination and support for CRM training across the governance program, beginning with maintaining a proper Training Plan from which all plans will derive. Supports creating training materials, recorded sessions and labs. Responsible for each team’s trainers.
Release Manager – Provides expertise, relationship management with other system owners, and advanced notification to any release board or interfaced system. Coordinates with technical writers, architects, and analysts to finalize release documentation and form a library, reducing the need to recreate documentation assets.
Information Assurance Analyst – Provides expert information security and policy guidance to ensure development teams are compliant with internal security standards. Creates relationships withthe organization’s Information Security teams and officers to ensure understanding and providing a forward outlook. Guides leadership through Authority to Operate issues and works on their behalf to present and broker solutions to issues.
To learn more about these roles and about how governance could benefit your organization with the implementation of CRM initiatives, download CRM Governance: What It Is, What It Isn’t, and How to Do It Right, an informative eBook, compliments of Green Beacon and written by governance experts. Also, stay tuned for Part 5 of this blog series, The CRM Center of Excellence Process.