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What roles are needed in a CRM project?
The supplier will provide consultants. These four must come from your organization and cannot be replaced by external personnel.
Someone who can say yes or no without calling a meeting. Projects where every decision takes two weeks become expensive and slow.
Someone who knows how the work is actually done, not how the procedure says it should be done. This is the most underrated role, and sufficient time must be specifically allocated to it.
The person who will own the solution afterward. They should be involved from the start, rather than having it handed over to them at launch. Otherwise, they inherit something they do not understand.
A salesperson or caseworker who tests the solution and provides feedback. They catch things no requirements specification covers because they know what day-to-day work is really like.
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