Preparing your team for a CRM project

Dan Lockeretz, Purple Vision Project Delivery Director shares his experience of delivering CRM implementation projects – something he’s done quite a lot of in the years he’s been a Purple Vision, and even before that in his previous life charity-side.  This is the final entry in a 4 part series  from Dan explaining project delivery issues. 

Ready, set?  Let’s go

A CRM project isn’t something that will just magically happen, sadly.  It’s something that we, as your strategic partners, will work with you on.   We need your internal knowledge to deliver the end goal, and you need our knowledge and expertise to make it happen.

It’s a win-win situation and to make the most of it, a little preparation goes a long way.

How can you prepare and plan for your CRM project?

A key element is to identify and recruit to the project team Subject Matter Experts (SMEs) at the earliest point of the project.

SMEs would be expected not only to be experts in their current systems and processes but also to be experts in the new system going forward.  They’ll work with the Purple Vision project team (which will include your project manager and any resources we bring with us such as specialist developers, data experts etc.  The exact team will depend on your project.

The whole team will deliver the project together, and reports to the Project Board.  A key part of our initial discussions with you will outline overall project responsibility and who should be on the project board.

Let’s consider how your SME’s can help.

Some key tips on how to integrate SMEs into the development process are as follows:

  • Capture ‘user-stories’ from the SMEs early on in the project lifecycle. SME’s are the folks who use the systems we’re looking at day in, day out. They know what they need to do – and what they may not be able to do now that they will need to do.  User stories help us outline what success will look like for these day to day users.  We’ll explain more about all this at the relevant point.
  • The next phase of development is managed through the running of Sprints, ensuring each user story is built into the system. SMEs would work with the Development team at this stage to ensure the user stories are fully understood and interpreted correctly.
  • When we’re working with MVP (see It’s just a phase), we make sure that as soon as the base system is available, load it with sample data and share with SME. These guys – our users – will be rigorous in showing us what might be missing to make our concept turn into reality as early in the project as possible.
  • They’re gatekeepers to others using and adopting the system. Training is key to help SME’s not only work with the development team in configuring the system but in being ready to be an advocate for the system as others in the organisations start to ask questions and get involved.  A key part of this is User Acceptance Testing – the rigorous bit where teams are let loose with real case data to make it work.

Ahead of your project starting, consider who your subject matter experts may be and consider how to free up some of their time to engage in the project when it kicks off.  It need not been an arduous commitment but our experience is that it is easier to release staff to add these tasks to their to-do list if they’ve been considered ahead of time.

Read the full blog series: