CRM Governance Part 1: A Definition, and What Can Happen Without It
Has your organization chosen to use CRM as a platform for deploying applications in multiple lines of business? Perhaps you’re a government entity providing shared services to multiple municipalities?
How do you keep those initiatives organized, synchronized, and on track while taking advantage of economies of scale? The answer might surprise you: governance. In this six-part blog series, we discuss the unexpected role of governance in any organization, its powerful benefits, and how the right governance strategy can help you get the most from your CRM investment.
What CRM Governance Really Is, and the Cons of Going Without It
If you’ve chosen a CRM solution as a standard platform for implementing Line of Business (LOB) applications, it will serve a key role throughout the organization to consistently manage, report, and communicate both internally and with clients. However, even with a powerful platform like CRM in place, how do you keep so many processes, people, and initiatives aligned and working together efficiently?
Governance. Although this concept has been around for a long time, it is not considered by most as a viable option because of misperceptions of what it really means. Unlike what many believe, governance isn’t about regulations and limitations; it’s about standardizing and capitalizing on every opportunity to be more efficient, effective, and profitable. Governance can be compared to being “green:” where possible, you reduce, reuse, and “think globally while acting locally.”
Not Convinced? Consider the Alternative
So, you’re not convinced that governance is right for your organization. It’s going to complicate things, add bureaucracy where there was none before, and it won’t be worth it. Taking on any complex, sophisticated technology as an organizational platform is going to require strategic thinking and a strong handle on keeping things organized. With each line of business (LOB) off on its own, doing its own development, you will find that your IT architecture becomes disorganized and difficult to manage, with non-standard practices and processes running amok and departments stepping on one anothers’ toes (not to mention duplication of effort).
Here are a few possible consequences to consider:
- Customizations written for each LOB as well as varying business rules could conflict or contradict one another, causing development delays
- Unnecessary demand on the database could adversely affect performance
- Testing could become unpredictable and unrepeatable
- Lack of standards could interfere with or slow development efforts
To learn more about how governance could benefit your organization’s IT strategy—specifically 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.