Stakeholders
It's essential to agree that when it comes to integration, all identified stakeholders are sponsors and accountable for the design of the CRM system. This includes making sure that all the project team members, power users, end users, developers, and support team members understand and agree on what is being integrated.
Everyone will need to know why integration is needed, whether this is functionality, a set of data, or a screen from another application, as well as what the dependencies are, and the related and unrelated constraints, such as functional structures, processes, data centers, and system management.
Finally, a compliance officer should be included in discussions like the following:
- Do we need to track data in several systems or should we only use the master system to decrease the risk?
- Is the target system secured enough to track personal data and comply with regulations such as GDPR?
- What is the role and responsibility of everyone involved in the integration processes...
