CRM System Project Plan

This assignment focuses on developing a comprehensive project plan for implementing a CRM system. It includes stakeholder analysis, a scope statement defining both in-scope and out-scope elements of the project, and a brief introduction to relevant concepts from project management literature. The document emphasizes the importance of understanding stakeholders' interests and power levels, clearly defining the project boundaries, and employing effective project management methodologies.

Running head: PROJECT MANAGEMENT
Project management: Case Study: High Service Inc
Name of the Student
Name of the University
Author’s Note

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PROJECT MANAGEMENT
Table of Contents
1. Project charter..............................................................................................................................2
1.1 Purpose..................................................................................................................................2
1.2 Milestone...............................................................................................................................2
1.3 Duration.................................................................................................................................4
1.4 Budget estimate.....................................................................................................................4
1.5 Assumptions, Constraints and risks.......................................................................................4
2. Stakeholder register.....................................................................................................................5
3. Stakeholder management strategy...............................................................................................9
3.1 Identification of stakeholders................................................................................................9
3.2 Key stakeholders..................................................................................................................10
3.3 Stakeholder Analysis...........................................................................................................10
4. Scope statement.........................................................................................................................11
Bibliography..................................................................................................................................12

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PROJECT MANAGEMENT
1. Project charter
1.1 Purpose
The main aim of the project is to develop proper customer relationship program for
improving customer service by increasing revenue and minimizing cost. It is identified that the
main purpose of the CRM project is to trial 3 to 5 solutions for determining the social CRM,
which is helpful in meeting the requirements. The new system must be procured with the existing
infrastructure for the major social platforms including twitter, facebook, blog as well as
LinkedIn. The new system must be implemented across the enterprise for establishing proper
metrics as well as analytics for measuring the performance of the new system.
1.2 Milestone
Task Name Duration Start Finish
Development of CRM system for
High service Inc.
489 days Mon 9/4/17 Thu 7/18/19
Initiation phase 40 days Mon 9/4/17 Fri 10/27/17
Developing business case 5 days Mon 9/4/17 Fri 9/8/17
Undertaking feasibility study 10 days Mon 9/11/17 Fri 9/22/17
Establishing project charter 15 days Mon 9/25/17 Fri 10/13/17
Appointing team members 10 days Mon 10/16/17 Fri 10/27/17
Completion of initiation phase 0 days Fri 10/27/17 Fri 10/27/17
Planning phase 178 days Mon 10/30/17 Wed 7/4/18
Creating project plan 20 days Mon 10/30/17 Fri 11/24/17

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PROJECT MANAGEMENT
Creating resource plan 30 days Mon 11/27/17 Fri 1/5/18
Creating financial plan 25 days Mon 1/8/18 Fri 2/9/18
Creating quality plan 27 days Mon 2/12/18 Tue 3/20/18
Creating risk plan 25 days Wed 3/21/18 Tue 4/24/18
Creating acceptance plan 12 days Wed 4/25/18 Thu 5/10/18
Creating communication plan 21 days Fri 5/11/18 Fri 6/8/18
Creating procurement plan 18 days Mon 6/11/18 Wed 7/4/18
Completion of planning phase 0 days Wed 7/4/18 Wed 7/4/18
Execution phase 267 days Thu 7/5/18 Fri 7/12/19
Trial solutions 40 days Thu 7/5/18 Wed 8/29/18
Procure the new system 35 days Thu 8/30/18 Wed 10/17/18
Integrate the new system into
existing system
42 days Thu 10/18/18 Fri 12/14/18
Procure necessary data and API 38 days Mon 12/17/18 Wed 2/6/19
Trialing new system processes 27 days Thu 2/7/19 Fri 3/15/19
Implementation of new system 41 days Mon 3/18/19 Mon 5/13/19
Establishing metrics and
analytics
44 days Tue 5/14/19 Fri 7/12/19
Completion of execution phase 0 days Fri 7/12/19 Fri 7/12/19
Closure phase 4 days Mon 7/15/19 Thu 7/18/19
Stakeholder sign off 1 day Mon 7/15/19 Mon 7/15/19

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PROJECT MANAGEMENT
Post project review 2 days Tue 7/16/19 Wed 7/17/19
Documentation 1 day Thu 7/18/19 Thu 7/18/19
Completion of closure phase 0 days Thu 7/18/19 Thu 7/18/19
1.3 Duration
It is identified that the entire duration that the project “development of CRM system for
High Service Inc. requires is around 489 days. The project manager assumed that within 489
days the entire project would be executed successfully.
1.4 Budget estimate
It is identified that around $2,000,000 is required for completing the project successfully
as per the estimation of the project managers. It is estimated by the project manager that
$300,000 of the funds are generally used for internal staffing and rest of the amount will be
spend on various consultants, for procuring solutions, staff training, help desk support and
licensing the social media data APIs.
1.5 Assumptions and Constraints
There are number of assumptions that are made before the ignition phase of the project.
The assumptions include:
Budget: The project manager assumed that the entire project would be executed
successfully within the budget that is around $2,000,000.
Time: It is identified that around 489 days are generally required for executing the
project successfully within the estimated budget that is assigned for making the execution of
CRM system successful.

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PROJECT MANAGEMENT
Outcome: It is assumed that the entire project will be successful in improving the
customer service of the organization “High service Inc”
The different types of constraints of the project are as follows:-
Cost: The project must be completed within the budget that is estimated to be around
$2,000,000. If the project managers are not able to complete the project within the assumed
budget then it is quite difficult for them to maintain financial stability within the organization.
Schedule: If the project managers are unable to maintain the schedule during project
progress then it is quite difficult for the project manager to manage the completion of the entire
project within the assumed time and budget. In order to execute the project successfully, it is
very much necessary to complete the entire project properly within the estimated budget and
time.
Scope: The project scope must be helpful in elaborating the objective of the project
properly so that the project manager will be able to execute the entire project within the
estimated budget as well as time.
2. Stakeholder register
Title Role Requirement Expectation Influence Interest
Program
Sponsor
The project
sponsor have
provided high
priority to this
Video
conference,
telephone and
To hold
effective
interview to
handpick
High High

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PROJECT MANAGEMENT
project and thus
plans to hold
proper
interview to
hand pick
appropriate
team members
as well as
project
managers. In
addition to this,
the project
sponsor also
took all the
responsibility
that is
associated with
accountability
for the entire
project.
email project
manager as
well as team
member
Senior
executive
The senior
executive
engages in
Video
conference,
telephone and
Helps in
developing the
CRM project
Medium Medium

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PROJECT MANAGEMENT
developing the
CRM system
within the
organization
successfully so
that the
organization
can be able to
provide proper
customer
service.
email
Project
manager
The project
manager is the
person who has
the proper
responsibility of
successfully
designing,
executing,
planning as
well as
controlling the
project for
Video
conference,
telephone and
email
Take the entire
responsibility
of the project
for making the
system
development
successful
High High

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PROJECT MANAGEMENT
executing the
CRM system
within the
assumed time
and budget.
Consultant The consultant
mainly engages
in assisting the
compilation of
various short
list of vendors.
Video
conference,
telephone and
email
To assist
compilation of
shortlisted
vendors
Medium Medium
Marketing
manager
The marketing
manager will
helps in
proposing the
business case
and determining
various
requirements of
the system.
Video
conference,
telephone and
email
To propose the
business case
High Medium
Project
team
The project
team of the
organization
Video
conference,
telephone and
To develop the
CRMM system
successfully
High High

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PROJECT MANAGEMENT
mainly engages
in the CRM
project for
executing it
proper so that it
would be
helpful in
improving
customer
relationship
management of
the
organization.
email
Hr
manager
The hr
manager will
work with
project sponsor
in order to
advertise the
opening of team
internally as
well as outside
the company.
Video
conference,
telephone and
email
To advertise
team opening
Medium Medium

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PROJECT MANAGEMENT
3. Stakeholder management strategy
3.1 Identification of stakeholders
It is identified that the organization “High service Inc.” will conduct a brainstorming session
for identifying the internal as well as external stakeholders. The session of brainstorming will
generally comprise of project team as well as project sponsor. The entire session will be
categorized into two parts. In the first part, the internal stakeholders will be identified and in the
second parts all the external stakeholder will be identified. The organizations have some criteria
with the help of which they are categorizing an individual as stakeholder of the organization. The
criteria include:
 Impact of the person on the project
 Position of the individual, which can influence the project
 Person’s impact on project resources
 Skills and capabilities of the person and
 Advantage of having the person within the project
3.2 Key stakeholders
Team of the project will engage in determining the key stakeholders who have most
influence as well as impact on the project. The key stakeholders are those who generally requires
proper communication as well as management. After proper analysis, it is identified that the key
stakeholders are:
 Senior executive
 Project manager
 Program sponsor

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PROJECT MANAGEMENT
 Consultant
 Marketing manager
3.3 Stakeholder Analysis
The main purpose of stakeholder analysis is to determine the level of power as well as
influence of the stakeholders, in order to plan the approach of management for each stakeholder
and to identify the proper level of communication for each of the stakeholder. The chart below is
very much helpful in establishing the stakeholders and their level of interest as well as power for
use.
Stakeholder Power Interest
Program Sponsor 9 8
Senior executive 8 4
Project manager 9 5
Consultant 4 6
Marketing manager 8 7
Project team 9 8
HR manager 6 3
4. Scope statement
The scope of the project is categorized into in-scope and out-scope. The in-scope of the
project is provided below:
 Development of CRM system for improving customer service
 Integration of the system into existing architecture