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Information System Project Management

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Added on  2020-02-24

Information System Project Management

   Added on 2020-02-24

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INFORMATION SYSTEM PROJECT MANAGEMENT CHARTER FOR CRMNameCourseUnitDate
Information System Project Management_1
ContentsOverview of the Project...............................................................................................................................3Background.................................................................................................................................................3Description of the Project and its Objectives...............................................................................................4Approach to the Project...............................................................................................................................4Roles and Responsibilities...........................................................................................................................5Stakeholder register.....................................................................................................................................6Stakeholder management Strategy...............................................................................................................8Statement of the Project Scope..................................................................................................................10Bibliography..............................................................................................................................................11
Information System Project Management_2
Project TitleHigh Service Inc. Customer Relationship Management ProjectCharterSponsor of the ProgramNatalie, VP OperationsSponsor of the ProjectCIO, BenProject managerProject manager ContactTeam members of the ProjectStart Date for ProjectOverview of the ProjectBackgroundThe use of social media is exploding, with customers adopting social media platforms rapidly1; however, the adoption of social media as a significant component of CRM is still lagging2 or not fully implemented yet it has numerous benefits3. Social media platforms such as Twitter, Facebook, LinkedIn, Instagram, as well as blogs form complex and extensive networks of users who self-organize themselves into communities and groups. Users also join some of these communities and groups organized around lifestyles, restaurants, products, geographic locations, or politics4. Whether or not High Service Inc. participates, customers will always interact on social media; High Service Inc. can therefore, leverage social media use and growth to increase and enhance their customer engagement, directly respond to customer issues, measuresocial media activity, and gauge how customers perceive their brand 51 DeMers, "7 Reasons You Need To Be Using Social Media As Your Customer Service Portal."2 Quinton, "The Digital Era Requires New Knowledge To Develop Relevant CRM Strategy: A Cry For Adopting Social Media Research Methods To Elicit This New Knowledge."3 Wang, Dugan and Sojka, "CRM Systems With Social Networking Capabilities: The Value Of Incorporating A CRM 2.0 System In Sales/Marketing Education."4 Zaglia, "Brand Communities Embedded In Social Networks."5 Malthouse et al., "Managing Customer Relationships In The Social Media Era: Introducing The Social CRM House."
Information System Project Management_3
Description of the Project and its ObjectivesWith a competitive business environment and the emergence of social media as a significant factor in online opportunities for marketing, sales, and better customer service, High Service Inc. is in the process of implementing a Social CRM program, within the larger company-wide CRM program that will incorporate social media and be available for use by the company’s staff (that total 100000) distributed across the globe. The CRM is aimed at improvingthe customer experience and leverage its inherent benefits in the following areas;Marketing: Improve the company’s brand image Gain insights from customers and social media metricsSales: Increase company revenue : Get new customers and gain insights about the customers through social media activityCustomer service: Increase customer retention and satisfaction : Lower service costs Approach to the ProjectThe project will, working with the Marketing Manager, propose the business case as well as determine requirements for the system. Working with a consultant, a list of vendors will be developed and a new system with between 3 and 5 solutions will be trialed and the most suitable one procured and integrated into the existing High Service Inc. architecture. The necessary socialmedia (blogs, Instagram, Facebook, Linked In, and twitter) API’s will be procured. The new system processes will be trialed in conjunction with the department of marketing and after being satisfied, be implemented across the enterprise. The implementation will entail user training and support and analytics and metrics established to measure its impact and effectiveness. The project will be implemented following the agile development approach so as to minimize errors
Information System Project Management_4

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