CRM Projects

CRM Projects focus on implementing customer relationship management systems to improve sales and service.

What makes these projects distinctive

CRM Projects carry their own signature challenges. The ones that most often decide success or failure are poor data quality on migration, low user adoption, integration with existing tools — so the plan should be built around managing exactly these.

Typical phases

1. Initiation — business case and charter
2. Planning — scope, schedule, budget, risks
3. Execution — building the deliverables
4. Monitoring & control — tracking against baseline
5. Closure — acceptance, handover, lessons learned

Sample WBS outline

• Initiation & business case
• Planning (scope, schedule, budget)
• Requirements & process design
• Configuration
• Data migration
• Integration
• Training & go-live
• Testing / quality assurance
• Deployment / handover
• Closure & lessons learned

Key deliverables

• Requirements & process design
• Configuration
• Data migration
• Integration
• Training & go-live

Top risks to plan for

• Poor data quality on migration
• Low user adoption
• Integration with existing tools

Key roles

Typical duration

3–9 months, depending on scale and complexity.