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How to run C4C Sales governance structure after go live?

May 11 at 08:37 AM

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Hi

I need help to identify best practice on how to run C4C after go live:
- How is the organization and governance structured around C4C?
- What is the business responsible for and what is IT responsible for?
- What roles are involved? Is there e.g. a global solution owner (if the system is across markets?).
- Who takes action when there are upgrades and who are involved?
- Who ensures to keep the solution alive and that it keeps gaining value?
- How much time is spend by the business to ensure the solution is kept alive?
- How is management involved?

Our organization is running C4C Sales on its 3rd year, but we are facing issues with the usage of the solution, because no one is taking responsiblity and ensures to maintain the solution toward the business needs.

Any good or best practice, can help me get closer to a better scenario than we are facing now, so please share any experience you may have.
Thank you.

BR, Maya

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Best Answer
Ankur Godre
May 11 at 11:08 AM
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Hi Maya,

Here are some insights which can be used as a starting point for you and your organization to align responsibility and role of various members in operating and maintaining a C4C system and deriving business value out of the investment (These can be tweaked to fit the Org. needs):

- How is the organization and governance structured around C4C?

From the Organization's perspective, it;s the Sales and/or Servce LoBs which are involved in the C4C operations as these are the businesses which use C4C system primarily. In terms of Governance, it should be ideally at least one Business owner to govern business change management within C4C and one IT person responsible from IT governance perspective.

- What is the business responsible for and what is IT responsible for?

Post go-Live, Business if generally involved in rollouts, change Management, enhancements, implementing New functionality - From Business process perse. IT will be responsible for performing all relevant technical/functional config. tasks in order to accomplish what the Business decides as part of change/Rollout/Enhancement etc.

- What roles are involved? Is there e.g. a global solution owner (if the system is across markets?).

It's always good to have one Solution owner for centralized governance & change management. There should be to a bare minimum one C4C system Admin. who looks after the day to day operational activities on C4C, like incident management, user/access management, Screen/field Adaptations, etc. and coordinating with SAP on incidents for end users.

- Who takes action when there are upgrades and who are involved?

If you have a Partner, it's the responsibility of the Partner to take care of activities involved during upgrade (not much if the solution is implemented Out of the box).

In case there is an internal maintenance team - May be your IT team - it;'s there responsibility to ensure system/data consistency post upgrade by performing all related activities pre and post upgrade of C4C system

The C4C system Admin will also play a key role during upgrades, in fact during any critical activity performed on C4C system System upgrade is performed by SAP, Partners/Customers/Consultants do not have any role in the 'Upgrade process', however, these people have to perform pre and post upgrade activities like system/integration testing, preparing release strategy of Custom dev./enhancement during upgrade period, etc.

- Who ensures to keep the solution alive and that it keeps gaining value?

Primary driver are the Business Owners for ensuring there is compliance in system usage and adoption.

- How much time is spend by the business to ensure the solution is kept alive?

Not sure what do you mean by 'the solution is kept alive' - It's a continuous process I believe for Business owners to ensure the system is being used consistently and appropriate value and returns derived out of it.

- How is management involved?

Management will be involved mainly at a very high level - Sales/Service business owners will share data/reports/dashboard/insights with management who will create the vision and direction for Sales and Service units within their Organizations based on what they see from the intelligence and insights derived from the system. Management's role is to ensure that the returns are quick, high and sustainable on the investments made - how they do is dependent on how that Organization's management operate.

Hope these insights help!

BR Ankur

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