CRM Program Team

Your CRM program team must comprise the best people in your organization. This poses challenges to your management team, to release people to work on the CRM program. Do not let it become a dumping ground for poor performers. The program team needs to be:

• A small group of individuals released from their day jobs
• Drawn from each area of business – Marketing, IT, Sales, Support, R&D, Legal, Finance & Administration
• Made up of people who bring real knowledge/expertise of their area

Each of the members needs management support and special training to enable them to work in a small team and drive change. They require:

• Help to form a team and training in cross-functional teamworking, change management  and program/project management
• Empowerment to make change happen