A conversation about CRM Leadership with Pushpa Vaghela of Leadership Mastery TV and Leadership By Design
I spoke with Pushpa Vaghela of Leadership Mastery TV and Leadership By Design about some of the challenges of leading a successful CRM project.
In this broad-ranging conversation about CRM project leadership, Gill Walker spoke about CRM technology vs CRM philosophy, the roles of education and training in a successful CRM project, and some of the challenges for the CRM leadership team posed by an "agile" project.
You can listen to the recording of Gill's conversation with Pushpa above.
CRM Project Leadership is particularly challenging, because of where CRM sits - on the knife edge between the business and technology. Knowledge and understanding of both of these areas make success far easier. However, it is rare for any leader to possess both of these areas of understanding - which itself can lead to loss of key details. I refer to this is "The Chinese Whispers Effect". Agile becomes fragile when agile is taken as a way of working around this missing understanding. Of course, this is not really using the agile methodology as it was designed - it is abusing agile, often to appease a client. However, this unstructured approach is nevertheless an approach that we see too frequently in projects. These projects usually fail to deliver. A far better approach is to invest in sufficient training and education, so you develop a core team each member of which has an understanding of the technology and the business. This does not mean that you convert your leadership team into technical developers! What it means is that both teams have enough understanding of the other to be able to have meaningful conversations. However, achieving this requires strong leadership.