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
- 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
- Bringing the various project stake holders together to identify options and requirements for developing and implementing the CRM platform.
- 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.
- Identifying and implementing core processes that are common for all transactions.
- 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.
- Developing the architecture, functionality and implementation steps required for the CRM deployment in a phased, incremental approach.
- 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.
- Enabling electronic data sharing between various in house departments, vendors and customers. Eliminate the majority of paper based transactions.
At the end of the CRM Deployment Project we will have: