When implementing a new CRM system, the same questions always seem to arise. First and foremost clients want to know: “What type of staffing resources do I need to manage my new system?” That question is almost always followed by: “What skills are necessary for an administrator to succeed?”
Optimization for your company
Obviously, every organization is unique and therefore will have different requirements. However, having experienced numerous organizations successfully transition to CRM, we have some advice. When implementing a Microsoft Dynamics CRM system, there are two crucial aspects to consider when searching for an administrator. These are the complexity of your system and talent of your existing staff.
A CRM administrator, in a complex implementation, must have the authority to make decisions on priorities and be able to utilize necessary resources when needed. It may be that the CIO, or a similar position, fills that role for the organization. In that event, your CRM administrator should be someone who can support the decision maker by possessing strong analytic and communication skills. They will need to understand the complexities of the business processes involved, be able to negotiate politics within the organization, and find creative solutions to organizational challenges.
For a less complex implementation, communication and analytical skills are still just as relevant. Those skills are used to both champion the system and enforce business policies.
Your Staff’s Responsibilities
When you initially implement the system, there will be a significant demand on your staff’s time, as there will be a learning curve regarding any major change. As the system settles, there will be less demand for your resources. Your existing staff may have the talent and bandwidth to handle the administration of the system. Yet, hiring an administrator or supplementing your staff temporarily (with consultants) is typically your best alternative.
CRM is similar to other Microsoft applications in that it should not require day to day intervention to keep it up and running. A non-technical administrator would need a basic understanding of relational databases and should be confident making basic system changes, (i.e., adding users, changing pick lists and helping with queries).
On more complex systems, a technical staff that is up to date on standard programming techniques, web services and java scripting will be able to adequately handle many of the basic needs. Unless technical support is tinkering with the system on a regular basis to make modifications, it will be more efficient to contract with someone like BroadPoint to either implement major upgrades or expand the system’s functionality.
BroadPoint is well-versed with Microsoft Dynamics CRM, and therefore can assist you in ensuring implementation goes smoothly. We are up to date on issues and techniques as BroadPoint handles the system on a daily basis.