Implementation Team In Kcrm

Implementation Team • Expertise required from all the functions of an organization • IT staff and end users • Efficient and effective execution of a project

Tasks and Expertise

Need to introduce KCRM in the organization 

E ffec ts o f su cce ss f ul i mpl e m e nt a t i o n of KE RE 

• E ncreased • Huge presence in salesE France (5000 improved offices) customer • Coordination problems loE altEE reduced costs due to a flurry of merger activities • E ossible to have unified • Storage of information view of each in standalone customer repositories through escalation seamless in costs and integration customer of customer response facing

The Stakeholders and Experts • Internal IT department • Internal departmental experts and specialists • External strategic partners and supply chain allies • Technology vendors and deployment contractors • Sales, marketing and customer relations staff • Consultants

Balance!!

Financial Feasibility

Value-Added

Time Horizon

Customer Goals

Expected Impact

Pre and Post-chasm groups

Pre and Post-chasm groups

Laterality • Ability of team members to accommodate other members’ different backgrounds, values, skills, perspectives and assumptions to effectively collaborate across functional and organizational boundaries

Lateral Team Design KM Project Leader • Credible, stable, sufficient authority and access to resources • Experience in a multitude of management roles within the company • Part of upper or upper middle management 

Team Composition • Representation from the various departments • Specialized expertise and sufficient experience with the business • Must exhibit laterality and strong teamwork • Clear opinion or vision of potential outcomes of 

Lateral Members are invaluable!!

Roles of various Stakeholders

Internal IT Staff • Electronic commerce and enabling infrastructure • Customer contact channel integration methods • Viability of solutions proposed by specialized domain experts • Limitations of current infrastructure • Connectivity and compatibility issues • Standardization of software and hardware platforms • Integration of new technology with active and pure legacy systems

External Consultants • Trust and confidence of team members in the consulting partners • Consulting firm’s reputation for integration and confidentiality • Track record of the company • Contractual agreements with your business’ competitors and possible conflicts of interest •

Senior Management and Buy-In • Resolve disputes and conflicts • Making resources available for effective implementation of the KCRM system

Structuring the Knowledge Management Team

Core KCRM Implementation Team

The Team Composition

Teams Desirable Characteristics • Clear understanding of work processes in their area • Good interpersonal and team skills • High degree of credibility • Willing to step into the shoes of other participants 

Project Role • Composed of representatives from finance, marketing and customer relations • Provide functional expertise • Participate in the process design • Help in implementation 

The Team Composition

Technology Desirable Characteristics 

Project Role



• Composed of internal IT staff, external consultants and functional technologists • Provide technology expertise • Participate in the actual implementation and design • Write the code • Have a perspective on functional capabilities

• In-depth understanding of technology • Good interpersonal skills • Strong team skills • Willing to consider perspectives of others and incorporate them in design • Willingness to learn • Credibility • Possess a customer orientation

The Team Composition

Leadership and Vision Desirable Characteristics • Understanding of management and strategic processes • Possess credibility and strong leadership position • Posses clear idea of a big picture • Complete faith in the usefulness of KCRM 

Project Role • Support the legitimacy of the project • Provide the vision • Serve on the steering committee • Commit the resources as and when necessary 

The Team Composition