I spend a small percentage of my time developing solutions for CRM. It's important as Program Managers to gain an insight into our target persona's experiences. I typically focus on the VAR (Value Added Reseller) - ie. the Consulting Partners who sell and implement CRM. They often build small to medium solutions unique to one (or few) customers. The other end of the spectrum is the ISVs (Independent Software Vendors) who typically create large horizontal/vertical solutions and maintain a professional software engineering team.

More information on our personas can be found here. The ones I think about a lot are Sean, Mort and Isaac. I also consider Nancy, Susan and Chris. When I meet customers and partners I'm always comparing them to a persona. This is probably unhealthy...

The solution I recently developed creates an log of CRM usage. Typically such a log is used to monitor adoption (ie. have you herded your cats into the barn?). In a series of blog posts I'll take you through the process of developing the solution and the deployment package. Stay tuned.

This posting is provided "AS IS" with no warranties, and confers no rights.

Tags: