CRM Deployment Project Charter Elements

CRM implementation project vision statement

“By simplifying the customer provisioning process and providing a central point of management, the Customer Relationship Management platform (CRM) will enable our company to provide enhanced customer service, streamlined inventory management and business intelligence within a unified information technology environment.”

CRM implementation project goals

The goal of this project is to develop and implement processes and supporting technology which will provide a unified system for managing customer support, inventory, provisioning, sales tracking, forecasting and management reporting. The deliverables of this project are to select and implement a new CRM and train all staffs. Success in this project also means reviewing and updating business processes in support of the unified platform.

CRM implementation project objectives

    At the end of the CRM Deployment Project we will have:

    • Identified, reviewed and updated business processes which will support the unified provisioning, inventory and customer management platform.

    • Chosen the most effective CRM solution by:

      • Bringing the various project stake holders together to identify options and requirements for developing and implementing the CRM platform.

      • Assessing the feasibility, roles, and the resources required of the various options for developing and implementing the CRM.

      • Minimizing the complexity of existing processes.

      • Documenting and prioritizing business requirements.

      • Developing a project scope of work, supporting project schedule and budget.

      • Defining clear criteria for project success

    • Developed processes and templates for adding new products, services, inventory and customers to the CRM:

      • Identifying and implementing core processes that are common for all transactions.

      • Developing cost effective repeatable processes for adding new mediation and provisioning devices.

      • Developing a scalable approach to allow handling of future system modifications.

    • Implemented the CRM in a phased approach by:

      • Developing the architecture, functionality and implementation steps required for the CRM deployment in a phased, incremental approach.

      • Identifying and migrating pertinent data to bring an initial functionality online.

    • Completed other objectives as follows:

      • Enabling electronic data sharing between various in house departments, vendors and customers. Eliminate the majority of paper based transactions.

      • Ensuring system and processes are auditable and in compliance with SOX guidelines.

      • Devising appropriate system and user documentation as part of the implementation and application deployment processes.

      • Archiving all project documentation.

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