CMC ECRM Architect

CRM SME

Objectives

• Provide expert guidance on CRM best practices, covering market leading CRM products
• Ensure alignment of CRM capabilities with business requirements
• Support configuration, customisation, and integration activities
• Facilitate knowledge transfer to internal teams

Scope

• Work with the Platform and Product teams to advise on CRM architecture
• Work with programme teams to define products and features to be built on the CRM
• Support creation of the migration strategy
• Assist in defining workflows, automation, and reporting
• Provide required design documentation
• Work with business teams to define and prioritise proof of concept activities
• Gain approval for design documentation from relevant governance boards

Deliverables

• High-level CRM architecture, including interoperability with CCaaS and EDMS
• CRM configuration and customisation guidelines
• Proof of concept plan
• CRM implementation plan
• CRM guardrails