Teams and ownership · ASRR Tech
Who is responsible for CRM administration?
Appoint a process owner to assess changes and collect user questions. Explicitly separate technical administration from business decisions when different people perform them.
A practical example
A field change affects sales instructions and a system integration.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Appoint a process owner.
- Describe the change route.
- Record administration agreements.
What does success look like?
Users know where to send questions and change requests.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Teams and ownership: the wider process
CRM collaboration requires clear ownership, handovers and access. Describe what an employee must do to complete a task, then determine which information is required. Test configuration with accounts for the relevant roles and records from different teams. Ask colleagues to complete a handover without spoken explanation to expose missing context. Include absences and exceptions. A shared system works when the team gives fields, statuses and responsibilities the same meaning.