Task

Description

Timeframe (Months)

Perform Baseline Assessment

Define the business objectives, strategic, tactical and operational benefits.

Months 1

Obtain management’s commitment

Obtain senior management’s commitment to the project

Month 1

Document current and future state processes

Using business process management, document the current and future state processes and the client’s ability to manage organization change.

Month 2

Select and obtain the technology

Assist the Client with the development of RFP, proposal submission process, scheduling of vendor demos and scoring mechanism, Assist the client during the vendor negotiation and procurement

Month 3

Planning

Develop an implementation plan that incorporates the Client’s needs and time requirements. Our project management professionals have been certified by the Project Management Institute (PMI) and they also have Six Sigma Black Belt certification. Our project managers use PMI’s internationally recognized project management techniques that are outlined in the Project Management Body of Knowledge (PMBOK). The Client has final approval of the implementation plan.

Month 3 - 4

Define and implement organization change strategy

Define the strategy (structure, methodology and tools) that will enable the project team to manage the transition to the new CRM system. Components of the organizational change management strategy will include: Governance and Support Structure, Communication, Training, Executive Leadership and Organization Buy-In

Months 3 – 6 depending on scope

Develop and initiate pilot program

Assist the Client during the hardware and application installation and development of a baseline system that meets business objectives and provides for future state processes.

Months 4 – 6 depending on scope

Develop final solution

Develop the final solutions that including assistance where required for customization and data conversion, documentation and training. Note: documentation and training typically begins when all development is complete and stakeholder approval has been obtained.

Months 5 – 6 depending on scope

Implement Evaluation and Monitoring Strategy

Develop scorecard mechanism – at the end of the day, the pay-off from a customer relationship management application should be measurable in terms of customer profitability and value. Build a plan for continued improvement into the project.

Months 6 – Ongoing