You're struggling with managing up in CRM projects. How can you gain control and succeed?

Decide on the technique or a combination of techniques that you are going to use to achieve the company’s/client’s CRM business goals. Are you doing benchmarking using KPIs and OKRs, or are you aligning business and technology goals via value stream mapping, or are you driving market intelligence-based goals, or are you solving CRM business opportunities via design thinking and human-centered change? Then, establish the CRM-user personas, with their journeys and their stories, and let the personas speak for what they want to achieve and experience. The upper echelons cannot deny the voice of the persona, helping you gain control by solving problems from the perspective of the users who are going to utilize the CRM solution.

When I'm struggling with managing up in CRM projects, I focus on understanding the priorities of my senior leaders and aligning my efforts with their goals. I communicate proactively with regular, concise updates that highlight key milestones and potential risks. Setting clear expectations with leadership reduces ambiguity, and I focus on showcasing quick wins to build confidence in the project. Instead of just presenting problems, I offer solutions, showing that I'm capable of managing challenges. Seeking feedback and being adaptable demonstrates my commitment to success. I make sure to communicate the ROI of the project, build strong relationships with stakeholders, and leverage my team’s strengths to deliver on our objectives.

Effective management in CRM projects is crucial for success. Key strategies include understanding your manager's perspective, aligning with goals, addressing communication preferences, anticipating needs, providing regular updates, building trust and credibility, managing expectations, setting realistic goals, maintaining transparency, and overdelivering. Proactive problem-solving involves anticipating issues, seeking guidance, and taking ownership. These strategies help build a strong working relationship with your manager, enhance project success, and position you for career growth.

Gaining control over your CRM project starts with clear expectations. Define roles, responsibilities, and goals from the outset. Ensure everyone involved understands the project's objectives, timeline, and deliverables. Be specific about what you expect from your team and your stakeholders. This clarity prevents misunderstandings and sets a solid foundation for successful project management.

Effective communication is key to managing up in CRM projects. Keep your superiors informed about project progress, challenges, and successes. Use clear and concise language to explain complex issues. Regularly update them on key milestones and potential roadblocks. Active listening is also essential. Pay attention to their feedback and questions, and address them promptly. By maintaining open and honest communication, you build trust and increase your chances of gaining their support.