To manage this increased complexity, the project team for each CRM application domain should include full-time IT and business managers. A traditional hierarchical project structure modified to recognize the interconnectivity among subteams, staffed with business and technical personnel, will increase communication between team members and bring an enterprisewide perspective to the project to enhance decision making. The managers are jointly responsible for a single application domain, manage the day-to-day activities and tasks in the project plan and report to the project manager for that domain. The latter, supported by a domain-specific steering committee, reports to the CCO, who oversees and coordinates all projects in the enterprise's CRM initiative.
This was first published in May 2003