Determining where to position your Customer Relationship Management (CRM) admin can be a pivotal decision for many organizations looking to enhance the management and support of their CRM system. This choice is not one-size-fits-all and requires careful consideration. In this article, we explore important considerations to weigh when deciding whether the CRM administrator belongs on the business side or the IT department.

Your organization’s structure is one of the most important things to think about. This choice heavily depends on the responsibilities and relationships of your IT and business teams. Organizational structures can differ, even if the contrast may be obvious in some instances. While larger firms could have centralized IT departments handling many functions, smaller businesses might have IT teams reporting directly to the CFO. Making an informed decision requires having a solid understanding of its structure.

Financial considerations also play a significant role in the placement of the CRM admin. Who funds the CRM admin’s role and investments in CRM system enhancements can significantly impact where they should be located within the organization. The success of CRM can be significantly impacted by the availability of resources. Departments that can secure funding more readily might be better positioned to house the admin, but this varies from one organization to another.

A successful CRM system requires strong collaboration and communication across many departments and leaders, regardless of the placement that is used. An unwavering supporter of the CRM system and a clear definition of roles and responsibilities are essential components in this choice. The administrator needs to promote the CRM system and convince other organizational executives of its importance.

The decision of whether to locate the CRM administrator in the IT department or on the business side ultimately depends on the particular circumstances of your company. Since it depends on things like firm size, structure, and financial considerations, there is no definitive answer.

Spend some time thinking about the unique requirements of your firm and get feedback from IT, business executives, and other stakeholders. The chosen administrator should be able to bridge the gap between technology and business operations as well as being a steadfast supporter of the CRM system.

Regardless matter where your CRM system is located inside your organization, by carefully considering these aspects and matching the CRM admin’s position with your organizational goals, you can make a selection that maximizes the value and effectiveness of your CRM system.

Next week, we will help CRM Admins walk through the basic troubleshooting steps.

For more insights on being a CRM Administrator, view our admin series.

• Episode 27 – Admin Series, Episode 1: What’s an Admin anyway?
• Episode 28 – Admin Series, Episode 2: What team does your CRM admin belong on?