Intro & Handover

Contents

1. Handover Project Management

2. CRM & Systems Interim Supervision

3. Onboarding plan for incoming CRM & Systems Administrator

4. Taking systems to the next level

1. Handover Project Management

The process of handing over responsibility for the CRM & Systems Administrator role responsibilities began in September 2021, and was planned, administered, and tracked via the Wavumbuzi Systems Handover worksheet. The relevant sheets therein are:

• Index of Exercises: A high level breakdown of all responsibility areas that fall within within the realm of XELT oversight of M&E and CRM & Systems

• CRM & Systems Sep-Nov Responsibilities: A breakdown of CRM & Systems responsibilities with an indication of the responsible parties up to, during, and after the handover process.

• CRM & Systems Handover Tracker: An index of activities to drive the CRM & Systems handover process, including meetings, documentation needs, and timelines.

The above worksheets are visible to all through this link. Editor access is granted to Yannick Ruti.

2. CRM & Systems Interim Supervision

Of particular importance among the activities listed on the CRM & Systems Sep-Nov Responsibilities sheet, are those which are indicated to “Ongoing” activities in column E. At the time of writing, an incoming CRM & Systems Administrator appointment is yet to begin in their role. This means that those ongoing responsibilities require interim attention. The responsibilities concerned and listed below, and linked to their respective documentation sites:

• Item 3: Determine data-handling strategies to deal with multi-iteration data, whereby a single record (of either a school or an individual) is involved in more than one iteration. Oversee execution of these strategies

• Item 7: Determine protocols for ongoing data capture & management over the course of an iteration.

• Item 8: Determining & executing protocols for ongoing maintenance of data cleanliness (periodic and/or systematic de-duplication & format-cleaning)

3. Onboarding plan for incoming CRM & Systems Administrator

This playbook serves as a foundation for onboarding. In it you will find a comprehensive repository of materials, details, instructions, thoughts, and reflections to guide the incoming CRM & Systems Administrator. In many cases throughout this part of the playbook, I am in fact addressing this incoming person, as if onboarding them as we go.

To get your head in the game, I suggest starting with this broad overview of the systems universe: Walkthrough of Wavumbuzi Systems

This will serve as a nice context crash course upon which to build your understanding.

4. Taking Systems to the Next Level

As much content as this playbook contains on CRM & Systems management, the role is still truly in its infancy. There exist vast opportunities to build upon and fine tune the ways in which HubSpot has been used up to this point.

Throughout this part of the playbook you will find reflections on the specific development opportunities that have become clear within each facet of the role. However, the most significant opportunity - and, as tends to be the flip-side of opportunities, the greatest threat - for the success of CRM & Systems infrastructure is in getting people to productively and diligently use the tools set up for them.

This makes training and oversight an indispensably important part of the role going forward. If people work outside of the systems created to help them, then the whole exercise is undermined. But if they work within the HubSpot world as intended; with confidence and agency in how they do so, the value which the CRM & System infrastructure can bring to Wavumbuzi is truly enormous.