No grey zone: All business, process and functional requirements for a CRM platform must be business-led.
Every organisation is doing “something, somewhere” around digitization. But there should be no grey zone: All business, process and functional requirements for a CRM platform must be business-led.
In many cases, I see that IT is ahead of the business in terms of providing direction but also for requirements. Reason? IT is typically responsible for implementing and maintaining the technology that supports the business. They have the technical knowledge and expertise to identify potential solutions and technologies that can improve business processes and operations.
But we should not forget that a CRM platform is a tool that supports business operations and customer interactions. When IT is solely responsible for requirements gathering and decision-making, the risk that the CRM platform may not fully meet the needs of the business is significantly increased. This will quickly lead to operational inefficiencies.
Therefore, the business should always be the driving force behind the decision-making process and the requirements. And here, every business unit in scope has an opinion that need to be heard. IT can provide guidance and support in this picture.
If you’re interested in discussing more about CRM or its impact on businesses, feel free to reach out. I’m always open to meaningful conversations and collaborations.
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About the Author
Didier Dessens
CRM and Digital Experience Advisory
