CRM Resource Requirements – Part 2
By Charles E. Kemmerer, CRMPlus Consulting, Inc.
We are frequently asked ‘how many people will it take to support our CRM solution based on the number of users we have’. The simple answer is – it depends. Managing a CRM solution takes a combination of skills, knowledge and time. The mixture of these depends on where you are in the implementation cycle, the level of complexity of your solution and the number of users supported by your solution. There is no simple answer. Last month we wrote about the CRM Implementation Cycle. This month, we are coving Support Resource Roles.
There are six basic support roles for a CRM application:
- Administrator
- User Support
- Business Analyst
- Developer
- Database Manager
- Information Technology (IT)
For smaller implementations, there may be only one person fulfilling all or most of these roles. Many of the more technical functions might be contracted to the solution provider. For larger implementations, there may actually be full-time resources assigned to each of these roles.
Typically, one or several people will fulfill the responsibilities of the various roles. For an on-premise implementation, the Database Management and IT functions are usually fulfilled by resources that are usually already in place in the Information Management or IT department. Table 1 is a list of the rolls with their typical responsibilities and credentials.
To view roles, responsibilities and credentials, view our CRM Resource Requirements document.CRMPlus – CRM Resource Requirements
