This project focuses on evaluating the benefits of implementing a CRM system for Marks and Spencer, a major British multinational retailer. The project begins with an overview of Marks and Spencer, its operations, and the impact of the Covid-19 pandemic. It then explores the literature surrounding CRM systems, emphasizing their importance in managing customer relationships and data, especially in the context of challenges faced by retail organizations during the pandemic. The project outlines specific objectives, including assessing the significance of CRM systems in the retail sector and identifying ways CRM implementation can resolve organizational problems, particularly those arising from the coronavirus outbreak. The project execution plan details the use of qualitative primary data collection through questionnaires administered to Marks and Spencer management, and the application of agile methodology. Risk identification and management, including the development of a risk register, are also included to ensure successful implementation. The project uses references to support the analysis and findings.
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