The Perfect Team

Your project sponsor should be the person who is responsible for customer success/service. Whilst the initial implementation and case types that are created are likely to be under the banner of a project it is important that the sponsor is invested into ensuring that the transition to ongoing service delivery as a function of business as usual is smooth. Ideally you will have a Digital Service team that are a permanent part of your organisation who will lead the implementation and ongoing management.

Your project manager will be required to liaise with your web team; your business areas; IT and your CXM implementation partner to ensure actions are logged, tracked and delivered - normal project management tasks!

Your service design will require business analysts to develop your processes within CXM. Whilst the ability to document existing processes is useful, it is the analytical approach to ‘reconstructing’ processes within the CXM framework that is more important. Documenting the AS IS and developing the TO BE are different business analyst skills.

Your web team will be crucial to ensuring that the new services developed can be easily found by your customers online. However, DO NOT fall into the trap that delivering CXM is a web project, it is not.

CXM will touch every area of your business so ensuring you have the resources to deliver organisational wide training is important. Whilst the user interface is intuitive do not underestimate the time and effort in coordination to ensure everyone has received the level of training necessary prior to ‘go-live’ of organisational wide services.