Thanks to your CRM- This platform allows you to work smarter, deliver better customer experiences, and maintain an overview of your organization. But … your business is constantly evolving, and so is your CRM environment.
If you don't maintain and update your CRM platform, a lot can go wrong:
- the architecture of your CRM tool is gradually turning into unstructured chaos;
- a lack of consistency in the business processes across different departments;
- a lack of consistency in development approaches from project to project;
- redundancy in operational processes;
- a decline in the quality of your CRM application, both functionally and technically.
Make sure this doesn't happen to your organization. Be careful “CRM Governance” to manage and optimize your CRM environment.
What is CRM governance?
CRM governance encompasses many aspects, such as:
- organization-wide communication about CRM;
- alignment with the strategic objectives set by program managers and senior management;
- achieving quick results by reusing existing tools, techniques, and services;
- the ability to respond quickly to changes within the organization;
- managing risks and constraints as they arise; flexible management of people and resources;
- keeping your CRM solution manageable and minimizing the total cost of ownership (TCO)
The core concepts of CRM governance are always standardization, reuse, sharing, and a holistic approach. This ensures that everything continues to function properly and that business continuity is guaranteed.
