Staffing Up for CRM

1. Staffing Up for CRM Executive SummaryStaffing up for CRMHaving a data steward, report builder, user-training expert, and systemadministrator is essential for CRM success. Use Demand Metrics downloadable CRMAdministrator job description to formalize the role of CRM application support.Key CRM Administrator Responsibilities: • Policing Company Data - Ensuring data is correct across Accounts, Contacts, and Opportunities. Identifying errors and fixing them quickly. • System Administration - building custom reports, maintain system upgrades, working with vendors to integrate other applications, etc. • User Training & Support - conduct user navigation training to all users. • Monitoring User Adoption Rates - ensure system is being widely used to improve return on investment, identify training gaps, and increase usage. • Provisioning & De-provisioning - adding and deleting system users, re- assigning leads, activities, accounts etc. Ensuring that ex-employees DO NOT have access to company data after their termination date.Action Plan: 1. Formalize Job Description - use Demand Metrics customizable CRM Administrator job description to outline what you are looking for in a candidate, and define the requirements of the position. 2. Interview Candidates - you may wish to hire internally for this role, as deep knowledge of company processes, strategy, and methods are essential for success in this position. Complete a fair, open, hiring process, and select the candidate who is best for the job. Important skills include business analysis, sales & marketing operations, communication, and system support. 3. Set Goals & Objectives - once you have selected your administrator, complete an initial meeting to document the goals & objectives for this year. Be sure to discuss how efforts will be measured upon performance review. © 2009 Demand Metric Research Corporation