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1. Executive Summary
Staffing up for CRM
Having a data steward, report builder, user-training expert, and system
administrator is essential for CRM success. Use Demand Metric's downloadable CRM
Administrator job description to formalize the role of CRM application support.
Key CRM Administrator Responsibilities:
• Policing Company Data - Ensuring data is correct across Accounts,
Contacts, and Opportunities. Identifying errors and fixing them quickly.
• System Administration - building custom reports, maintain system
upgrades, working with vendors to integrate other applications, etc.
• User Training & Support - conduct user navigation training to all users.
• Monitoring User Adoption Rates - ensure system is being widely used to
improve return on investment, identify training gaps, and increase usage.
• Provisioning & De-provisioning - adding and deleting system users, re-
assigning leads, activities, accounts etc. Ensuring that ex-employees DO NOT
have access to company data after their termination date.
Action Plan:
1. Formalize Job Description - use Demand Metric's customizable CRM
Administrator job description to outline what you are looking for in a
candidate, and define the requirements of the position.
2. Interview Candidates - you may wish to hire internally for this role, as
deep knowledge of company processes, strategy, and methods are essential
for success in this position. Complete a fair, open, hiring process, and select
the candidate who is best for the job. Important skills include business
analysis, sales & marketing operations, communication, and system support.
3. Set Goals & Objectives - once you have selected your administrator,
complete an initial meeting to document the goals & objectives for this year.
Be sure to discuss how efforts will be measured upon performance review.
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