Utarbeidet med KI.
Who should own the CRM system internally?
The question may seem administrative, yet it determines whether the system evolves or stagnates.
Changes are prioritized based on technical risk rather than business value. Users feel that their requests disappear into a queue, stop asking for anything, and start addressing their needs in separate spreadsheets.
The system quickly accumulates new fields and customizations, without anyone seeing the big picture. After two years, it becomes difficult to navigate, upgrades become risky, and no one dares to remove anything.
The business side owns what the system should support and prioritizes changes. IT owns operations, security, integrations, and ensuring that changes are deployed responsibly. Prioritization decisions are made jointly and regularly—not as part of a project that eventually ends.
Shared ownership without a named individual ends up being no one’s responsibility. Appoint someone to own the system’s development as part of their job, not as something they do on the side when they have time.
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