How to Become a CRM Project Manager
A CRM project manager needs more skills than just how to deal with people. A leader overseeing a customer relationship management project needs to be well versed in technology and be able to listen to customer criticism and compliments if she wants to help employees improve their performances or the product.
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Instructions
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Get some hands-on experience in customer service. Ask to work in your company's call center for a day or work with customers at the main desk. Hearing customers frustrations firsthand can help you gain the proper perspective for leading a CRM project.
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Research CRM project manager skills. A blog like the one at ITtoolBox can help you keep up with current CRM issues (see Resources below).
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Speak with the various departments who will be affected by the CRM project and learn about the status quo before you become the project manager. Compare the realities with what your boss is telling you when it comes to deadlines and reasonable expectations.
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Meet with the team while you're being interviewed. Take mental notes on how they interact with one another and listen to their concerns about the project. Building a good rapport with the team early increases your chances of getting the job.
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Study the technology involved in the CRM project. If you can, take the software home and master it. Having a better understanding of the equipment and systems you will be working with will help you focus the project much sooner.
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Identify your company's needs before starting the project. If your team strays from the ideals of your organization, their CRM data won't be useful.
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Show other departments the numbers once your project is implemented. CRM is supposed to improve profitability and growth in the long term, so show how the changes you've already made have changed the company for the better.
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Tips & Warnings
If you're still in school, be sure to study both business and technology. Having a background in both will give you a step up when it's your turn to lead the project.
When talking to other departments, don't let your conversation become an argument over the viability of your CRM project. Some managers do not feel CRM is a good business move and may resent your taking away time and resources from other projects to work on it. Build your case and convince them as you succeed in your project.
