ICT601 Presentation.pptx This is the presentation

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TITLE: ENTERPRISE-WIDE CRM
SYSTEM IMPLEMENTATION FOR
NATIONWIDE RETAILER

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BACKGROUND
 The nationwide retailer is currently facing challenges in managing
customer interactions and leveraging customer data across multiple
channels.
 To remain competitive, improve customer satisfaction, and enhance
operational efficiency, the retailer seeks to implement an enterprise-
wide Customer Relationship Management (CRM) system.
 This project aims to address the problem of disjointed customer data
and inconsistent customer service by providing a unified platform
that integrates various customer-related processes.

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PROJECT GOALS
Enhance Customer Experience:
 Improve customer satisfaction and loyalty by providing a consistent
and personalised experience across all channels.
Streamline Operations:
 Integrate customer data from different departments to enable a
holistic view of customer interactions, reducing redundancies and
improving decision-making.
Increase Revenue:
 Leverage customer insights to drive targeted marketing campaigns
and cross-selling opportunities.

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PROJECT SCOPE
 End Result:
 The successful implementation of a CRM system that centralises customer
data and optimises customer interactions across the retailer's operations.
 Scope Description:
 The project will involve the selection, customisation, and deployment of a
CRM platform tailored to the retailer's specific needs.
 It includes:
 Data migration from existing systems
 Integration with current operational software
 Training for employees to effectively use the new system.

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PROJECT SCOPE
 Product Scope Description:
 The CRM system will provide
functionalities such as customer
data management, marketing
automation, sales force
automation, customer service and
support, and analytics. It will be
accessible to relevant
departments, including sales,
marketing, customer service, and
management.

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PROJECT AND PRODUCT ACCEPTANCE
CRITERIA:
Successful integration with
existing systems without data loss.
User training completion and
system usability validation by key
stakeholders.
Improved customer satisfaction
metrics within three months post-
implementation.

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PROJECT DELIVERABLES:
 Detailed project plan and timeline.
 Customised CRM system.
 Data migration plan and execution.
 Integration with existing systems.
 User training programs and
materials.
 Post-implementation support plan.

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PROJECT EXCLUSIONS:
 Development of new hardware or
infrastructure; only software and
existing systems will be considered.
 Integration with non-customer-facing
systems unless critical for CRM
functionality.
 Long-term maintenance beyond the
initial post-implementation phase.

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PROJECT CONSTRAINTS
 Budget:
 The project must be completed within the
allocated budget of AUD 1.5 million.
 Time:
 The project must be completed within a
12-month timeline.
 Resources:
 Limited availability of internal IT staff,
requiring careful resource planning and
possibly outsourcing.

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PROJECT ASSUMPTIONS AND RISKS
Assumptions:
 The retailer’s existing IT infrastructure will support the new CRM system.
 Stakeholders will provide timely feedback during the project phases.
 Necessary licenses and approvals will be obtained without significant delays.
Risks:
 Data Loss:
 Risk of data loss during migration from existing systems to the CRM.
 Integration Challenges:
 Potential difficulties in integrating the CRM with existing systems.
 User Resistance:
 Employees may resist adopting the new system, affecting the project’s success.
 Budget Overruns:
 Unforeseen complexities could lead to budget overruns.

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KEY STAKEHOLDERS
Stakeholder Role Communication Plan
Project Sponsor
Executive management of the
retailer.
Bi-weekly progress meetings
Project Manager
Oversees the project and
ensures deliverables.
Weekly updates with IT
department and monthly
status reports to all
stakeholders.
IT Department
Manages technical aspects
and integrations.
Weekly updates with the
project manager.
CRM Vendor
Provides the CRM platform
and technical support.
Regular meetings for technical
reviews.
End Users
Sales, marketing, and
customer service teams.
Training sessions and
feedback channels.

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PROJECT MILESTONES
Milestone Expected Completion
Project Kickoff Month 1
Vendor Selection Month 2
System Customisation Complete Month 5
Data Migration Months 6-7
Integration with Existing Systems Month 8
User Training and Testing Months 9-10
System Go-Live Month 11
Post-Implementation Review Month 12

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