Personas help differentiate similar roles and identify nuances you need to build in to the CRM system to address varied user needs. We discuss examples of persons for sales and service systems.
Analyze the significant stakeholders for your CRM project and manage the activity levels with them. Maintain a plan showing the communication format and frequency with each one of them
A CRM Business Analyst’s activities include relating the project to the company strategy, managing stakeholders, preparing business case & project scope, driving user adoption.
Subject Matter Experts (SMEs) are good resources to tap into for new ideas and trends. Companies may have Enterprise Architecture Teams or Advisory Boards or a network of experts to tap into.
Look across internal and external users for identifying stakeholders for your project. Regulators, partners, suppliers and even competitors are candidate stakeholder groups.
A range of stakeholders exercise influence, positive or negative over the project and its results. Having a close relationship with and understanding their motivations is critical.
The Power-Interest Grid where you map power and influence of the stakeholder on the project is an excellent pointer to how actively to manage them and what to anticipate in terms of their attitude to the system.