Joan Muschamp (Fagnani)
said 1 year, 4 months ago:
@calevans For clarification, let me say this is User Governance, not IT governance. I learned through personal experience that CRM systems can easily get out of control, or have inadequate information, a database that ‘s not properly segmented and more.
The governance plan should include stakeholders from across a company, so everyone knows how it will be used. For example, Marketing wants a “clean” list that can be segmented in many ways so they can easily target specific types of campaigns. Customer service might need to know that a customer is looking at a new product or service, while Sales should know if a customer has a complaint or technical issue. This is only one aspect.
Will you use automated workflows? What are individual users responsible for? where does the buck stop? What type of training is given? What about new employees?
That just scratches the surface, really.