This report presents a detailed proposal for implementing a Customer Relationship Management (CRM) system within Vodafone, Australia. The document begins with a cover letter and executive summary, highlighting the need for improved customer service and reduced churn rate. It then delves into the external and internal operating environments of Vodafone, analyzing political, economic, social, technological, and environmental factors, along with innovation and monitoring aspects. The report justifies the proposed CRM system, emphasizing its benefits in terms of cost reduction, improved decision-making, enhanced services, and advanced reporting. It outlines the contributions of an information system to Vodafone's performance, including the use of balanced scorecards and efficiency improvements across multiple teams. Furthermore, it details system analysis, design, development, testing, implementation, and post-implementation activities, along with project, risk, and change management considerations. The report concludes by summarizing the key benefits and recommendations for Vodafone, emphasizing the strategic importance of CRM in enhancing customer relationships and achieving business objectives. References are included to support the analysis and recommendations presented.