Creating a Cross-Functional Project Team: CRM Success Strategy, Stage 1.5

So how do you make sure "No one gets left behind?"

If you are going to create and organization that is "Customer Focused" employees are going to have to support CRM internally. Your CRM team should be Cross Functional if the strategy is going to permeate the organization and optimize all points of interaction with the customer.

Management, Executives, Front Line Employees and IT staff all need to be included. I've worked with teams that were truly inclusive and the team worked well together. The most interesting one was when the Union Steward representing 1,200 employees was also the CRM Team Leader.

One thing was for sure with that project. No one was excluded at the CRM team's meetings.