Strategic Risk and Project Management Report for Nura Headphones

This report focuses on managing strategic risk and project management, specifically addressing challenges faced by Nura Headphones. It begins with a project charter outlining the project's purpose, objectives, high-level description, schedule, approval requirements, and team members for implementing a Customer Relationship Management (CRM) system. The report then delves into the project plan, detailing scope, costs, timeline, quality management, and risk management. Furthermore, it includes a risk assessment plan based on ISO standards, identifying, analyzing, and evaluating risks within the organization. The report suggests implementing CRM to improve customer satisfaction and offers detailed recommendations based on customer feedback analysis. The document explores a range of channels for customer communication like social media, email and web chat. The report provides milestones, team roles, and references, offering a comprehensive overview of strategic risk management and project planning for Nura Headphones.

Running head: MANAGING STRATEGIC RISK AND PROJECT
MANAGING STRATEGIC RISK AND PROJECT
Name of the Student
Name of the University
Author Note:

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Table of Contents
Project Purpose....................................................................................................................3
Project Objectives................................................................................................................3
High-level Project description and Requirement.................................................................4
Summary Milestone Schedule.............................................................................................5
Project Approval requirement..............................................................................................5
Team members.....................................................................................................................6
References............................................................................................................................7

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Project Purpose
The following project is all about implementing customer relationship management
system (CRM system) for the growing issues in Nura headphones. This particular strategy is
used for managing the organization relationship and interaction with customer. The system will
help Nura headphones to stay connected to streamline processes and improving the overall the
profitability. This particular system will provide better contact management, collaboration with
other team. Nura headphones is a well-known customer electronic firm which operates in
Melbourne, Australia (Kerzner, 2017). The organization mainly deals with the design and
manufacturing of headphones which provide personalized sound technologies. The organization
comes up with ability for measuring hearing sensitivity based on wide range of frequencies. The
overall process of hearing generally takes up around one to two minutes and headphone have the
ability for adapting in different frequency for hearing abilities of user (Meredith, Mantel Jr &
Shafer, 2017). Customer of this organizations are prevented from buying any product as a result
of poor brand image and premium services. The organization has failed to build up a strong
customer base as a lack of poor customer service. The organization is planning to provide
headphones which are completely based on hearing capabilities.
Project Objectives
The main objective of this project is all about providing best kind of products which
satisfies the need of customer. It is mainly done so that organization can maintain a long term in
the industry. The organization can exist properly in the industry depending on an overall number
of satisfied customer. The firm needs to ensure the fact that customers are completely satisfied
with the products which are provide to them (Schwalbe, 2015). There is a range of steps which
needs to be implemented by this organization so that they can provide better customer service.
There is need of developing a community based service for its customer which is used by variety
of firm. There is a need of developing a new feature by this firm so that it can provide assistance
for its customer support.
The organization needs to implement multichannel communication support for its
customers. It is found to be an important aspect for enhancing the overall communication
satisfaction process. Nura headphone needs to implement different channels so that they can

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communicate with different customers (Fleming & Koppelman, 2016). A range of channels can
be used like social media, email and lastly web chat. In addition, the organization can make use
of omni-channel method so that it can easily communicate with different customers.
High-level Project description and Requirement
Nura headphones need to understand that good customer experience is an important
aspect which is required for improving customer experience. The organization requires to take a
number of steps like
Understanding the customer need: Customer has an idea about the best customer service
and they can make use of any communication channel like e-mail, chat and social media. For
Nura Headphones, understanding the customer need is not the sole responsibility of marketing
department (Peltonen, 2015). The organization need to deploy the suitable communication
channel which will very be aligned with respect to customer experience.
Providing customers with suitable Information: Customer service need to be in the front
of customer database of different customer. Nura Headphones need to come up with integrated
customer service and solution which will help in having an easy access to data of customer
support and sales.
Listening to customers: Customer service organization like Nura headphones required to
collect feedback for each and every interaction and associated with an agent. The organization
also to understand the feedback of products on different social media platform (Pohludka &
Štverková, 2019). The mere focus is all about analyzing a product, services which will help in
continuous improvement.
CRM user Training: It can be achieved through a number of ways. The most successful
one is the mixing of face to face and having managers so that they can support their team. In
addition, there is need of carrying out system testing, usability testing, functional testing of
proposed CRM system.
Summary Milestone Schedule
Millstone Date

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Selecting the right CRM System 1-08-2019 to 3-08-2019
Selecting an implementation Plan 04-08-2019 to 07-08-2019
Arranging a team for CRM 08-08-2019 to 10-08-2019
Gathering feedback from Employees 11-08-2019 to 13-08-2019
Taking step as per the feedback 13-08-2019- 20-08-2019
Project Approval requirement
CRM is not a tool which is needed to be added so that Nura headphones can get a huge
amount of ROI (Return on investment) for every amount spend on it. CRM will ultimately help
the business to organize customer data and prospect of information at a single platform. CRM
system will ultimately provide overall reduction of cost by improving the overall efficiency in
customer service. In addition, CRM will help in customer retention by the help of financial
implication. The implementation of CRM system in Nura headphone require approval from top
management of this organization. CRM implementation is successful if and only if people can
use the system in a proper way.
CRM is a project that requires involvement of different parts of the organization. The top
management of Nura headphones must not only approve but also inspires to build credibility
among the other people (Khan, Fournier-Bonilla, Jinugu & Madhavi Lalitha, 2016). The top
management of this firm aims to drive opinions and culture for the organization. Their
involvement aims to provide a positive effect in the whole organisation.
Team members
Nura headphones need to build CRM implementation team which will consist of a list of
person like
 Project Manager who will be leader for CRM planning
 Application analysts who are responsible for data migration
 Application developer for customizing the CRM system.
 QA test engineer

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 Representative from a different group like sales team, sales manager, project manager
and marketing manager
In addition, it is very much important to have an idea with respect to a strategic role in
CRM implementation project. It needs to workhorses, specialist and advocates for making the
implementation plan a successful one (Lipiäinen, 2015). Advocates are the senior authorities of
Nura headphones who can provide an idea why the change is taking place. There is some
resistance which can advocate who will be able to sell the concept to workforce.
In most of the cases, the CRM planning is carried out different specialist of the team.
This people aim to have good understanding about CRM which is being implemented and work
at beginning (Kerzner, 2017). It is needed for ensuring the fact that the system is set up in right
way so that data can easily migrate.

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References
Fleming, Q. W., & Koppelman, J. M. (2016, December). Earned value project management.
Project Management Institute.
Kerzner, H. (2017). Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons.
Khan, H. U., Fournier-Bonilla, S. D., Jinugu, A., & Madhavi Lalitha, V. V. (2016, March).
possible challenges of the successful implementation of CRM in the service sector: a case
study of Saudi Arabia. In Northeast Decision Sciences Institute Conference (Vol. 31).
Lipiäinen, H. S. M. (2015). CRM in the digital age: implementation of CRM in three
contemporary B2B firms. Journal of Systems and Information Technology, 17(1), 2-19.
Meredith, J. R., Mantel Jr, S. J., & Shafer, S. M. (2017). Project management: a managerial
approach. John Wiley & Sons.
Peltonen, H. (2015). CRM system implementation supporting the management of customer
relationships.
Pohludka, M., & Štverková, H. (2019). The best practice of CRM implementation for small-and
medium-sized enterprises. Administrative Sciences, 9(1), 22.
Schwalbe, K. (2015). Information technology project management. Cengage Learning.