CRM Implementation Plan - How the different types of CRM practices and systems

CRM Implementation Plan

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Earlier, you have looked at how the different types of CRM practices and systems (operational, strategic, and analytical) help companies understand customers and customer-related data in order to make decisions so the company is successful.

 

Purpose

In this assignment, you will consider the case of a company that does not yet have a CRM and needs one. For that reason, you will not be using the Case Report Resources. You will help evaluate a company’s needs, select a CRM, and determine how the company will implement. The implementation plan will identify risks and strategies to avoid those risks.

 

Scenario

Imagine you are a newly hired IS Manager for Engaged Teaching, a small non-profit organization that seeks to improve social, emotional, and academic outcomes in schools. The organization has been operating for 20 years. It has a full-time staff of 6 people: a director, an office manager, a financial manager, a donor manager, a course leader, and an IS manager. The operating budget is $600,000 per year. The organization has collected the contact information of donors and professionals who are interested in the organization’s mission, along with some notes on types of contacts, amounts donated, and event attendance.

 

The organization is seeking a CRM with the following:

· Single place to hold contact information

· Ability to pull records regarding donations by year, amount, and the number of times donations were made

· Ability to note contacts made by various employees, attendance at events held by the organization, birthdays, and how each contact is related to other contacts

· Maximum annual cost of $3,000

· Easy navigation for employees with varying computer skills

 

There are 3 main places information is now located:

· Notebooks

· Sticky notes

· Computer files located on employee computers in the form of Microsoft® Word documents, saved e-mails, and Microsoft® Excel® spreadsheets

 

Your task is to recommend a CRM and implementation plan for Engaged Teaching. The director has asked you to put together a presentation for the organization with your CRM and implementation plan recommendations.

 

Assignment Instructions & Deliverables

Prepare a 12- to 14-slide Microsoft® PowerPoint® multimedia-rich presentation with speaker notes (see note below) that presents your recommendation for which CRM should be used and the implementation best practices.

 

Do the following:

· Recommend a CRM currently available for use.

· Provide a summary of what the CRM will provide and how it will address the organization's needs - make sure you address the 5 needs and the 3 places information is now located mentioned above.

· Detail an implementation plan for the company. Include employee roles, timeframe, steps to full usage of CRM and cost—both for the CRM software and employee-related set up and maintenance.

· Discuss how the CRM will assist the company.

· Describe short-term and long-term risks for the Engaged Teaching project.

· Describe CRM implementation challenges and solutions to challenges for the Engaged Teaching project.

· Include the assumptions, and reference and cite any sources used in your research, including the textbook. Please note that you should provide citations on your slides or in your speaker notes as needed, and then a References slide at the end of your presentation.

 

Make sure your written material is of University level spelling, grammar and typographical quality, that your audio narration is clear and understandable, and that your flow chart is clear and understandable.

 

Please make sure your assignments include your name, the course name and number and the date submitted and that you provide proper references and citations for all resources used in your material.

 

Regarding Speaker Notes: Some presentations are more just bullet points, and some are more sentence-like. Your speaker notes certainly do not have to be complete essays for each bullet point, but if your presentations are just bullet points, then you need to provide some indication of what you would say to explain the point. Speaker notes are not required for every slide or for every bullet point on a slide if the meaning of the material is obvious or if the material on the slide is sufficiently explanatory. The PowerPoint® presentation (and speaker notes) should be able to stand on its own to present the material in sufficient depth for the intended audience to understand the overview of your proposal and the critical details and to remain as a reference. Also note that speaker notes should be incorporated within the presentation using the Microsoft® PowerPoint® Notes pages capability and not as a separate file. Since your speaker notes are often intended to be part of a handout package, they have the same spelling/grammar and reference/citation requirements as a written assignment.

 

 

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