Initially, our CRM belonged to the sales department, although it has been difficult to maintain this assertion recently because automation has crossed into marketing, finance, and customer onboarding. The person responsible for understanding the process is the sales ops individual, and IT takes care of security and integrations. Meanwhile, departments are claiming that they need to run their own workflows.

There was one case where someone made an alteration to automation that caused changes in the part that does not relate to sales, making us lose information. I am dealing with the query of the governing model before it becomes even more complicated. In large organizations using highly customized workflow in CRM, could you tell me who is responsible for maintaining it? Do business units have administrative rights?

Does IT supervise the changes made? Is it reasonable to have a change management system at all?