Module 10: Project Management in CRM-
10.1 Introduction to Project Management in CRM
- Understanding the role of project management in CRM initiatives.
- The importance of structured project management processes.
- How project management contributes to CRM success.
10.2 CRM Project Planning
- Developing a CRM project plan.
- Defining project scope, objectives, and deliverables.
- Identifying stakeholders and their roles.
10.3 Project Team Formation
- Building a CRM project team.
- Roles and responsibilities within the project team.
- Cross-functional collaboration in CRM projects.
10.4 Project Budgeting and Resource Allocation
- Estimating project costs and budgeting.
- Allocating resources (human, financial, and technological).
- Cost-benefit analysis for CRM projects.
10.5 Risk Assessment and Mitigation
- Identifying potential risks in CRM projects.
- Risk assessment and prioritization.
- Developing risk mitigation strategies.
10.6 Project Timeline and Milestones
- Creating a project timeline and schedule.
- Setting project milestones and deadlines.
- Gantt charts and project scheduling tools.
10.7 CRM Project Execution
- Implementing CRM strategies and technologies.
- Monitoring project progress and performance.
- Managing scope changes and deviations.
10.8 Change Management in CRM
- Addressing resistance to CRM changes within the organization.
- Communicating project updates and changes.
- Managing cultural shifts in CRM adoption.
10.9 Quality Assurance and Testing
- Ensuring the quality of CRM solutions.
- Testing and validation of CRM software and processes.
- User acceptance testing (UAT).
10.10 CRM Project Documentation
- Documenting project processes and outcomes.
- Project status reports and documentation standards.
- Lessons learned and post-implementation review.
10.11 CRM Project Closure
- Closing out CRM projects effectively.
- Handover of CRM solutions to operational teams.
- Celebrating project successes and acknowledging team contributions.
10.12 Project Evaluation and KPIs
- Evaluating the success of CRM projects.
- Key performance indicators (KPIs) for project success.
- Continuous improvement and optimization.
10.13 Agile and Scrum in CRM
- Agile project management methodologies in CRM.
- Scrum framework and its application in CRM projects.
- Benefits of iterative and adaptive approaches.
10.14 International and Multinational CRM Projects
- Considerations for managing CRM projects across borders.
- Cultural sensitivity and global project teams.
- Compliance with international regulations.
10.15 Project Management Tools
- Overview of project management software and tools.
- Hands-on experience with project management applications.
- Best practices in using project management tools.
10.16 Case Studies and Best Practices
- Analyzing real-world CRM project management cases.
- Best practices in CRM project management.
- Learning from successful CRM project experiences.
10.17 Assessment and Evaluation
- Methods for assessing the effectiveness of CRM project management.
- Key performance indicators (KPIs) for project management excellence.
- Creating action plans for improving project management skills.