The Final Step of Your CRM Journey: Assign Tasks and Responsibilities
Welcome to the eighth and final blog of our 8-part blog series, The Ultimate Guide for Your CRM Success. In this blog we cover the final and most important step, assigning tasks and responsibilities.
During this blog series, we hope you’ve gained a better understanding of the steps needed to take in order to ensure a smooth transition into your new CRM solution. As CRM strategists we believe your success depends on a clear understanding of the stages of a CRM journey. Each stage includes its own unique planning. The planning stages lead to and build upon each other for a successful and well implemented CRM.
As you’ve been following along in our previous 7 blogs you have learned how to:
- Define, develop, and present your business case.
- Identify and engage the stakeholders of your CRM project.
- Define the scope of your CRM project.
- Set project goals and expectations.
- Perform a Risk Assessment.
- Define the Project Deliverables.
- Create Project Milestones.
Today you will learn the last steps of CRM project planning:
- Identify the Five Key Roles responsible for successful completion of the project.
- Importance of Assigning tasks and responsibilities.
- How to add P.E.P. to your CRM project.
Identify the Five Key Roles Responsible for Successful Completion of your CRM Project
Careful planning is the key in every successful project.
However, there is another fundamental ingredient that must not be overlooked. A strong
collaborative team is essential to any project’s success.
We’ve all probably heard the old cliché of “Rome was not built in a day”,
but it would have never been built without the use of teams of people working
In any project there are Five key roles that are responsible for the successful completion of the project.
- Project Manager: who’s primary responsibility
is ensuring the project is completed successfully. By Successful completion we
mean on time; within budget; and achieving the specified goals and objectives
- Project Sponsor: the champion and driver
of the project. This person works very closely with the Project Manager on the
high level planning of the project (Defining the Scope of the Project as
we learned in blog 3 of our series). They are also driving the project forward
across all affected members of the organization (Identify the Stakeholders
as we learned in blog 2).
- Executive Sponsor: has final approval of all phases of the
project and is the most influential driver of the CRM project. This person is
typically a senior member of management and is responsible for final approval
of deliverables, changes of scope and budget (see blog 6 Defining
- Analyst: helps in gathering requirements
from the users that will be affected by the CRM system; documents the
requirements; and ensures that the goals and objectives of the project are addressing
the defined business problem (blog 1, Defining the Business Case).
- Project Team Member(s): are the individuals that actively work on the
various deliverables and tasks of the project. These individuals should be the
subject matter experts and experts in the tasks that they will perform. For
example, if you are building a CRM solution for your call center
representatives, then include a team member(s) from the call center, not the
Importance of Assigning Tasks and Responsibilities
Leveraging these 5
key roles in the best possible manner means the success or failure of your
As the Project Manager is working to define the project, they
need to also be examining the skillset of the Project Team Members to ensure
the skills of the members will meet the needs of the project.
Before any tasks and responsibilities can be assigned the
Project Manager and Project Sponsors need to ask these key questions:
- What are the strengths and weaknesses of each
- Are they the subject matter experts?
- Will they be involved in the training needed
after the CRM project has been implemented?
- Will they be part of the testing group of the
new CRM solution, or will this be a different department?
Knowing what your team members bring to the project allows you to best assign tasks and responsibilities across the team. Correctly assigning responsibilities and tasks improves the project outcome in many ways. Improperly assigning roles or tasks can lead to miscommunication issues, missed Milestones (we learned about Milestones in blog 7), and even failure to launch a project! As a Project Manager, there is nothing worse than spending months developing and managing a project only to not have it launch because of not doing your due diligence when assigning tasks to Team members.
However, proper assignment of tasks and responsibility can definitely
put some P.E.P. into your project!
How to Add P.E.P. to Your CRM Project
As CRM strategists, we have many years of managing,
developing, and implementing CRM solutions. In all cases, we have learned that
adding P.E.P. to our projects has increased our launch, implementation,
acceptance, and success rate of our projects.
Here’s how we define P.E.P. :
Performance: Improve overall performance in the
project by assigning responsibilities to team members. Assigning tasks results
in disambiguation; every member will have a very clear understanding of
the tasks and deliverables they are responsible to complete. Therefore, reducing the risk that tasks are
overlooked during the project.
assigning responsibilities and roles to members you are giving them a sense of
ownership in the project. But, most
importantly, keep your members engaged by highlighting the successful delivery
of assigned tasks and achieving milestones. Positive feedback keeps your team members motivated
to work together to achieve project success.
Productivity: Ensure greater productivity by aligning
assignments with the team members strengths. ASK the key questions listed above
before task assignment. We can’t stress this enough! In our call center example, a team member who’s primary work
responsibility is in analytics may align better with tasks pertaining to data migration and transformation and not the end
result of customer service.
Take away tips:
importance of assigning 5 Key roles for success of your project
key questions before assigning tasks and responsibilities to team members
Performance, Engagement, and Productivity to your projects
All of the planning and preparation of a project will be meaningless if you don’t leverage the project team effectively. Giving the team members a solid stake in the success of the project guarantees that your time in planning and preparation are well spent and significantly improves your chances of success.
Contact SMB/dynamics for a free consultation. Fill out the form below and we will reach out. Thanks for reading and remember to share with your teams.