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Problem Statement

Discuss About The Customer Relationship In Project Management?

High Services Inc. is an organization that is composed of over 100,000 employees in different countries. The company has started with the Customer Relationship Management (CRM) program and the Social CRM project is a part of the same. Natalie is the program sponsor of CRM, Ito, the Program Manager and Ben is the CIO and project sponsor for Social CRM. There will be a number of resources that will be working on the project along with Ben and George, the Marketing Manager.

The document covers the Project Charter along with the Stakeholder Register, Stakeholder Management Strategy and the Scope Statement for the project.

The customers that are associated with the organization are losing on the satisfaction level and trust in the company due to the non-fulfillment of their expectations. It is because of the reason that there are so many customers that are engaged with the organization that it is difficult to assess their needs, choices and preferences adequately.

There are over 100,000 employees that are engaged with the organization. Likewise, there are millions of customers that are also involved with High Services Inc. It is necessary to understand the customer preferences and requirements so as to provide the desired services to the customers.

Social CRM is a project that will enhance the customer relationship by analyzing customer needs and enhancing the customer management (Maryland 2017).

  • The Social CRM system shall be deployed in the organization with no defects in the final release.
  • The best standards and quality practices shall be used in the project activities.
  • The system shall allow the measurement of customer preferences and their needs.
  • Monitor of the performance and benefits realization.

The project will include the design, development and deployment of the Social CRM system in the organization and will also perform the integration, maintenance and marketing of the same.

The project team members will not cover the negotiations with the third-parties regarding the supplies and deliveries (Nita 2014).

  • Project Plan: A document covering the details of the project scope, budget, schedule, risks and project team.
  • Design of Social CRM system: Design document comprising of UI screens and wireframes along with the design diagrams.
  • Source Code: The code for the front end of the system.
  • Implementation Plan: The document covering the details of implementation, performance measurement and change management.
  • Closure Report: The report covering the activities that have taken place in the project along with the acceptance and sign offs.

Name of the Milestone

Due Date

Project Plan

4th September 2017

Design of Social CRM system

31st October 2017

Source Code

15th January 2018

Implementation Plan

19th February 2018

Closure Report

5th March 2018

  • The team members working on the Social CRM project will be provided with the work environment and the tools necessary to execute the project related activities.
  • The project will be required to be completed under the budget of $2,000,000.
  • The total duration that shall be allotted to the project will be six months.

The project will be required to be completed in an overall budget of $2,000,000.

There will be an internal staffing cost of $300,000 involved in the project.

Team Member Name

Role

Responsibilities

Ben

Project Sponsor

Project funds and project requirements

George

Marketing Manager

Marketing strategy and plan

A

Project Manager

Project planning, allocation of responsibilities, project control and closure

B

Financial Officer

Project budget

C

Business Analyst

Project schedule and risk management

D

Data Analyst

Analysis of the customer data and preferences

E

Senior Developer

Development of the source code, integration of the system

F

Junior Developer

Development of the source code, integration of the system

G

System Designer

UI and wireframes design

H

Implementation Engineer

Change management and system implementation

There will be numerous stakeholders that will be involved in the project. Some of these stakeholders will be internal and some will be external in nature (Ackermann and Eden 2010). A stakeholder register has been prepared and illustrated below to provide complete information on the entities that will be associated with the project.

Stakeholder

Interest

Influence

Type of Stakeholder

Role

Contribution

Natalie

+1

8

Internal Stakeholder

Program Sponsor

Project Approvals

Ito

+1

7

Internal Stakeholder

Program Manager

Feedback and Suggestions for Improvements, Acceptance and Sign Offs

Ben

+1

9

Internal Stakeholder

Project Sponsor and CIO

Project Funds, Project Requirements and Specifications

George

+1

8

Internal Stakeholder

Marketing Manager

Marketing Strategy and Marketing Plan for the project

A

+1

6

Internal Stakeholder

Project Manager

Project Plan, Project Status Reports, Communication Plan and Closure Report

Project Team

0

4

Internal Stakeholder

Team members working on the Social CRM project

Design Document, Source Code, Implementation Plan and Daily Progress Reports

Customers

-1

10

External Stakeholder

The target audience for the system

Feedback and Comments

Vendors and Suppliers

-1

3

External Stakeholder

The entities that will be supplying necessary tools and equipment

Tools and Equipment required for the project

The power/interest matrix that has been shown above for the Social CRM project comprises of four different sections as Keep Satisfied, Manage Closely, Monitor and Keep Informed.

The Customers and the suppliers and vendors are the entities that will have a huge significance in the project in terms of their valuable feedback and tools respectively. However, they will have a lesser interest in the project and have been placed in the Monitor section (Reed 2012).

Business Need

The resources that will be required to be kept satisfied in order to gain their approvals and acceptance will be Natalie, Program Sponsor and Ito, Program Manager. Ben and George will be required to be kept updated with the status and progress of the project and will have a relatively higher interest as well.

A, Project Manager and the entire project team will be required to be carefully managed and made available with the adequate set of resources. The planning and execution of the project will be carried out by these resources (Gomes 2006).

Stakeholder

Reporting Requirements

Frequency of Reports

Mode of Communication

Natalie

Report on the status and progress of the project

Weekly Status Report

The reports shall be uploaded on the SharePoint location for the project

Ito

Report on the status and progress of the project

Weekly Status Report

The reports shall be uploaded on the SharePoint location for the project

Ben

Report on the status and progress of the project, major set of conflicts and disputes in the projects and the risks involved

Weekly Status Report,

Weekly Conflict Report,

Weekly Risk Management Report

The reports shall be uploaded on the SharePoint location for the project

George

Data collected and analysis results

Weekly Data Analysis Results Report

The reports shall be uploaded on the SharePoint location for the project

A

Contribution by each member in the project, problem areas

Daily Status Reports by the team members,

Weekly Conflict Report

The reports shall be uploaded on the SharePoint location for the project

Project Team

Details on the project schedule, budget and responsibilities

Project Plan and Requirements Specification Document

The reports shall be uploaded on the SharePoint location for the project

Customers

Final release of the system

Final Release

Social media platforms, company website

Vendors and Suppliers

Payment Receipts

Payment Receipts

To be shared via email

There are a number of internal and external stakeholders that are associated with the Social CRM project.

It is necessary to make sure that the stakeholders are managed correctly in order to satisfy all of their requirements and to gain maximum contribution from the same.

There shall be an internal team meeting that shall be organized by the Project Manager on a daily basis with all the project team members. The internal conflicts and disputes shall be handled and resolved in these team meetings. The communication on the project decisions along with the discussion on the project activities shall also be carried out with the team members in this daily session (Missionier 2014).

The Project Manager must also have a meeting with the other internal stakeholders such as Natalie, Ito, Ben and George on a weekly basis to inform about the project progress. Any of the major deviations shall also be discussed in the weekly session (Krane, Rolstadås and Olsson 2012).

There shall be marketing and advertising of the tool to be done on the social media platform. It will allow the customers to have information regarding the latest changes that will be applied (Eskerod, Huemann and Ringhofer 2015).

The suppliers and vendors shall also be managed with the aid of a contractual agreements specifying all the terms and conditions.

  • The project team will carry out the planning and estimation activities regarding the project covering the estimation of the project budget, schedule, and risks.
  • The design of the Social CRM system will be covered in the project including the UI and wireframes for the project.
  • The source code will be developed for the project by the team members covering the functional and non-functional aspects of the system. The non-functional aspects will include the following system qualities:
    • The Social CRM system that will be developed shall be scalable so that the system may be scaled up and down as per the latest set of requirements.
    • The non-functional requirement of availability shall be included in the Social CRM system in order to make the system available for access at all times.
    • The Social CRM system that will be developed shall be reliable so that the system may provide only the valid information and response in return of every user action (Encs 2017).
    • The non-functional requirement of maintainability shall be included in the Social CRM system in order to make the system easy to maintain and install the updates.
    • The Social CRM system that will be developed shall be usable so that the system may be in complete accordance with the specifications and requirements.
    • The non-functional requirement of adaptability shall be included in the Social CRM system in order to make the system adaptable to every platform.
  • The integration and implementation activities shall be covered by the team members (Cdss 2014).
  • The control and closure activities shall also be covered by the project team during the life cycle of the project.
  • The Social CRM system shall be marketed by the project team and a marketing plan and strategy shall be prepared.
  • The project team will not carry out any of the negotiations with the third-parties such as the suppliers and the vendors.
  • The project team will also not cover the re-work and the risks that will arise due to the delay by the suppliers or the uninformed changes by the senior management.

Conclusion

Social CRM project is one of the high-visibility projects that are critical for the entire stakeholders that are involved with the same. It is necessary to make sure that the goals of the project are achieved and the business objectives are also met. It can be done by making sure that the project progresses as per the estimated schedule and budget. There are many management methodologies that have been developed for the adequate and efficient management of the projects. One such methodology that shall be applied in the case of the Social CRM project is the Project Management Body of Knowledge. It is the methodology that is commonly abbreviated as PMBOK and it will provide the project with the guidelines and stages that shall be covered. There may be many risks that may emerge during the project timeline such as schedule risks, budget risks, technical risks and several others. These risks will also be handled as per the principles of the PMBOK methodology. The Project Manager will be provided with the steps to follow in case of a major deviation which will ensure project success.

References

Ackermann, Fran, and Colin Eden. 2010. "Strategic Management Of Stakeholders: Theory And Practice". https://www.hadjarian.com/esterategic/tarjomeh/2-90/khamesi.pdf.

Cdss. 2014. "Appeals Case Management System: Project Scope Management Plan". https://www.cdss.ca.gov/acms/res/ScopeManagementPlanv1.0_Final_112014.pdf.

Encs. 2017. "Total Quality Project Management". https://users.encs.concordia.ca/~andrea/inse6230-2014/Presentation2_Integ%20and%20Scope.pdf.

Eskerod, Pernille, Martina Huemann, and Claudia Ringhofer. 2015. "Stakeholder Inclusiveness: Enriching Project Management With General Stakeholder Theory". Project Management Journal 46 (6): 42-53. doi:10.1002/pmj.21546.

Gomes, Ricardo Correa. 2006. "Stakeholder Management In The Local Government Stakeholder Management In The Local Government Decision-Making Area: Evidences From A Decision-Making Area: Evidences From A Triangulation Study With The English Local Triangulation Study With The English Local Government Governmen". https://www.scielo.br/pdf/rac/v10nspe/v10nspea05.pdf.

Krane, Hans Petter, Asbjørn Rolstadås, and Nils O.E. Olsson. 2012. "A Case Study Of How Stakeholder Management Influenced Project Uncertainty Regarding Project Benefits". International Journal Of Information Technology Project Management 3 (2): 21-37. doi:10.4018/jitpm.2012040102.

Maryland. 2017. "Phase 1: Initiation Phase". https://doit.maryland.gov/SDLC/Documents/SDLC%20Phase%2001%20Initiation%20Single%20Hardware.pdf.

Missonier, Stephanie. 2014. "Stakeholder Analysis And Engagement In Projects: From Stakeholder Relational Perspective To Stakeholder Relational Ontology". International Journal Of Project Management 32 (7): 1108-1122. doi:10.1016/j.ijproman.2014.02.010.

Nita. 2014. "IT Project Management Methodology". https://www.nita.go.ug/sites/default/files/publications/Projects%20Initiation%20Support%20Guide%20-%20Draft%200.3.pdf.

Reed, Darryl. 2012. "Stakeholder Management Theory: A Critical Theory Perspective". https://dreed.info.yorku.ca/files/2012/05/Stakeholder-Mgmt-Critical-Theory.pdf.

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