This report details the implementation of an operational CRM system for Song Hotel Sydney, Australia. It begins with an executive summary and an introduction to the project, outlining the need for improved customer relationship management. The report discusses the organizational context, internal and external environments, and identifies the problem and opportunity for IS/IT within the hotel. It then covers the planning phase, including justification of the chosen system, and details the project plan. The report further elaborates on the development, testing, and implementation phases, including stakeholder training and post-implementation activities. Project, change, and risk management strategies are also discussed, concluding with an assessment of the system's effectiveness and recommendations for future improvements. The report aims to provide a comprehensive overview of the CRM implementation process, addressing key aspects such as business requirements, process diagrams, and risk registers.