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Hello,
My organisation is about to commence usage of Dynamics 365. I have been tasked with the responsibility of finding out how a CRM team would look like to ensure we derive maximum value from the deployment.
If anyone has a resource I could use on CRM roles and what their job descriptions should be in a standard organisation I would happy to read it.
Thank you very much.
Best Regards,
Simon
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Hi Simon,
Not every role is required for every implementation.
This is something that you will have to determine if the need exists.
As you mentioned that Microsoft is offering support, it might be something worthwhile to go over with them what the requirements are from both sides.
Overall, at a minimum, the following are important roles that you need from within your organization:
Product Manager/Owner, Business Analyst, UAT, and IT Team Members.
From consulting partner (unless this is done internally):
Developer(s), QA, Architect, Project Manager, Sprint Cycle Manager.
Good luck with the project. Feel free to ask if you have additional questions.
Thank you Aric.
Your response sure does provide a lot of context to my question. We are implementing using AGILE and Prosci change manegement. Microsoft is offering us support as well.
With respect to the Customer roles from a non-technical perspective. I suppose we would need people with skills in dashboard designs, training and support, building workflows and business configuration data, insights generation etc. Would those roles fit into the Buiness Analyst role as described above?
My department is a customer experience department and we want to make sure we scale properly so we do not underetsimate or over task person(s) based on deliverables that would be set.
Hi Simon,
This can change based on the approach that you are planning for the implementation of the project. This list below shows you the Consulting Roles and the Customer Roles based on MS SureStep. Please decide on your implementation methodology (Agile/SCRUM), and based on that you can fix the list below:
Consulting Roles
Account Manager. Responsible for building and maintaining a healthy customer relationship; managing the customer’s product, license, and service issues; and closing sales efficiently.
Application Consultant. Responsible for configuring and customizing the Microsoft Dynamics application to achieve the customer’s business requirements.
Application Developer. Responsible for the design and development of modifications to the Microsoft Dynamics standard application and integrations to the customer’s existing systems.
Build Manager. Responsible for the installation and configuration of the environment for full version control across the project. Responsible for bringing together all parts of the development process and generating a daily build that can be easily deployed to any environment.
Engagement Manager. Responsible for the proper positioning of implementation services before a project begins. During implementation, this individual will have overall responsibility for ensuring the quality and timeliness of the services.
Executive Sponsor. A senior level executive who will monitor the Microsoft Dynamics implementation project to ensure a high level of customer satisfaction is achieved.
Organization Change Mangement Lead. Responsible for ensuring that the need for Organization Change Management is analyzed appropriately and that required Change Management activities are identified, planned, and executed accordingly.
Project Manager. Responsible for project delivery. This individual has approval authority for all project-related charges.
Solution Architect. Responsible for planning and designing the overall Microsoft Dynamics solution, including technical and functional aspects.
Sprint Cycle Manager. Responsible for managing the 30-Day Sprint Cycle, ensuring that progress is maintained, managing risks, resolving issues, and ensuring that all team members follow the Sprint rules and practices.
Support Engineer. Responsible for keeping the users of the Microsoft Dynamics system productive by making sure the system is operating smoothly and as designed.
Technology Consultant. Responsible for managing and troubleshooting all technology-related items. Core activities include planning the infrastructure and required upgrades to hardware and software.
Test Lead. Responsible for planning and executing the test strategy, including unit tests, integration tests, data migration tests, and user acceptance tests.
Customer Roles
Business Analyst. Responsible for analyzing, modeling, and documenting both the existing and planned business processes.
Business Decision Maker. Represents the CEO or a group of managers at the customer that have the power to make strategic decisions in relation to the implementation project.
End User. Responsible for using the finalized business system as designed. The End User participates in the Microsoft Dynamics training sessions. When necessary this individual supports the Key User during the implementation of the new business system.
Executive Sponsor. A senior level executive who has accepted ownership of investigating and investing in a Microsoft Dynamics solution and will promote funding and staffing for the project.
IT Manager. Responsible for keeping the network and server applications running smoothly and making the company more profitable through positive ROI on IT purchases. The IT Manager is commonly the owner of the IT budget.
IT Team Member. Contributes to a wide variety of project activities. Typically an ideal supporter and influencer for technical and functional decisions.
Key User. Responsible for communicating the detailed business requirements and the existing business processes to the consultants. The Key Users are also responsible for acceptance and sign-off of deliverables from the dedicated project phases.
Project Manager. Responsible for project delivery. This individual has approval authority for all project related charges. Most important tasks are assigning customer resources to the project and coordinating communication within the customer’s organization.
Purchase Manager. Responsible for all purchases and acquisition related to the business system implementation. It includes the business system itself, all services and all other purchases necessary for a successful project.
Subject Matter Expert (SME). Represents a functional area or department within the customer’s organization. Typically a more experienced manager with the ability to make business decisions. They have the knowledge of the business processes and procedures currently being used and a vision of where the company would like to go.
Test Lead. Responsible for planning and executing the test strategy, including unit tests, integration tests, data migration tests, and user acceptance tests.
Hope this helps.
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