Citizen Developer

Should the Squeaky Wheel Get the Grease? How to Prioritize Competing CRM Projects/Modifications Requests

Monday, May 8
1:30 PM - 3:00 PM
Room: New York Central

Format: Deep Dive
Level: Intermediate

Citizen Developers are becoming more powerful within their organizations. The ability to refine CRM applications as a Citizen Developer or Power User without engaging consultant resources means that the application is constantly evolving to meet business needs. However, "with great power comes great responsibility." As CRM Project Owners and CRM Administrators become more valuable to the organization, more and more requests for changes, modifications and enhancements flood in from different business areas. More often than not, a Citizen Developer is ill-equipped to prioritize competing requests, resulting in a situation where the "squeakiest wheels (requests) get the grease" even if they are not necessarily the most critical or impactful. This doesn't serve the organization well.

In this session, you will learn as a Citizen Developer how to:
• Establish a process to manage competing requests.
• Evaluate the relative value of requests to define priorities.
• Gain more from development time through creating efficiencies.

As a CRM Project Owner or CRM Administrator this session is invaluable to your evolving role with the technology you interface with and with key stakeholders in your organization.

Monica Heir

Senior CRM Consultant
Catapult ERP

Monica’s approach to CRM is anchored around one key belief: “people want to be good at their jobs so let’s help them do what we need to make that happen.” Seeing her role as the interpreter between people, processes, and technology, Monica is driven by the satisfaction from positively impacting business and people. She believes that the business solution, rather than technology, should be in the driver’s seat.

Experience: Opportunity identification, solution architecture, requirements gathering, system testing, user acceptance testing, end user documentation and training, process design, and change management.

Product experience: Microsoft Dynamics CRM 2011 to D365, Salesforce, SharePoint, ClickDimensions

Qualifications:
- Microsoft Dynamics CRM 2016 – Online Deployment
- Microsoft Dynamics CRM 2016 – Customization and Configuration
- Microsoft Dynamics CRM 2015 – Applications
- Microsoft Dynamics CRM 2013 – Customization and Configuration
- Master of Business Administration, Thompson Rivers University
- Bachelor of Business Administration, British Columbia Institute of Technology
- Diploma in Business Information Technology, British Columbia Institute of Technology
- Certified Associate in Project Management (CAPM), Project Management Institute

Presentation(s):

Send Email for Monica Heir


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Should the Squeaky Wheel Get the Grease? How to Prioritize Competing CRM Projects/Modifications Requests



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