4 areas of in-house expertise
You can (and probably should) outsource things like security updates and other maintenance tasks.
But there are 4 things you should really consider dividing among your existing staff or new hires. I’ll list these in order from most likely to least:
Knowledge of the data: Somebody in your organization (or in each department) needs to be the designated person who is most familiar with the CRM data in your system. You're probably already doing this, because that data is the reason you're keeping a CRM in the first place.
Features and configuration: Someone in your organization needs to master the features and configuration options of your CRM, and know how your your system is set up. You (or one of your staff) can develop this familiarity by being the one who's responsible for configurations, installing extensions, and deciding which features to use and how.
Custom development: Smaller organizations may not be able to justify keeping a developer in-house. But for larger organizations the value can be significant. This person is responsible for any custom code: creating it, maintaining it, and improving it as needed. If you're relying heavily on custom software code, somebody in your organization should at least have a clue of how it works.
Visual design: Making your public-facing interfaces look beautiful goes a long way toward increasing your brand value and member experience. Whoever is handling your website design should be able to take this on, whether that's your own staff or an outsourced firm.
Here's the thing:
You probably can't do all this overnight. But dividing the tasks in this way can help you chart a course to get there.
All the best,
A.