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Staffing CRM Dev/Support Team RRS feed

  • Question

  • We have a CRM Online implementation that is underway that is currently staffed with contractors. We are looking to convert a couple  of them to FTE's to support, maintain and enhance that system once the project is completed. My question to the group is this: How is your company staffed to support your CRM implementation? Does the business own CRM? What roles do you have in IT to support it? BA's? Developers? Admins? Helpdesk support analysts?

    Thank you in advance!

    Wednesday, October 12, 2016 2:11 PM

All replies

  • There's no standard answer, but in most cases the main ongoing work is customisation to adapt CRM as the business requirements change. For that the main role is a BA / CRM customiser. As to other roles:

    • There should be little day-to-day admin. New users will need to be added and assigned to roles / teams, but this is pretty low load, unless you have a high number of users and high staff turnover
    • If you have a lot of extension code, and expect to do more, you'd need a developer
    • You'll need some form of helpdesk support, but in practise CRM is very stable and most system issues come from related technology, so the current helpdesk should be able to cover CRM. Issues may be caused by incorrect customisations, but those should be handled by the CRM customiser
    • Training (new users, and refresher training) is normally best done by super users within each department, rather than requiring a specific CRM trainer across the business

    Microsoft CRM MVP - http://mscrmuk.blogspot.com/ http://www.excitation.co.uk

    Thursday, October 13, 2016 9:57 AM
    Moderator