Project Charter

Project Title: Implementation of Customer Relationship Management (CRM) System

Project Manager: LMS

Date:

Summary:
The project aims to implement a Customer Relationship Management (CRM) system to streamline
customer interactions, enhance customer satisfaction, and improve sales and marketing effectiveness for
the organization.

Goals:
Implement a fully functional CRM system within six months.
Increase customer retention rate by 15% within one year of CRM implementation.
Improve sales team productivity by 20% within six months of CRM deployment.
Enhance data accuracy by implementing automated data capture processes.
Provide comprehensive training to all staff on CRM system functionalities.
Achieve 95% user adoption rate within three months of CRM launch.

SMART Goals:
Increase customer retention rate by 15% within one year of CRM implementation by implementing
targeted customer engagement strategies and personalized communication.
Improve sales team productivity by 20% within six months of CRM deployment by implementing
automation tools and streamlining sales processes.
Achieve 95% user adoption rate within three months of CRM launch by providing comprehensive
training sessions and ongoing support.

Deliverables:
CRM software installed and configured.
Data migration from existing systems to the CRM platform.
Customized CRM dashboards and reports.
User manuals and training materials.
Completed training sessions for all staff.
Post-implementation support plan.

In-Scope:
Integration with existing marketing and sales systems.
Customization of CRM features to align with organizational requirements.

Out-of-Scope:
Hardware procurement and installation.
Integration with third-party accounting software.

Benefits:
Improved customer satisfaction and loyalty.
Increased sales revenue through better lead management.
Enhanced data visibility and analysis for strategic decision-making.
Streamlined processes leading to improved operational efficiency.
Better alignment between marketing and sales teams leading to more targeted campaigns.

Costs:
CRM software license fees.
Implementation and customization costs.
Training expenses.
Potential costs for additional hardware or infrastructure upgrades.
Ongoing maintenance and support fees.

Appendix: Misalignments and Decisions:

Misalignment: Disagreement on the choice of CRM software vendor.

Decision: After thorough evaluation, the project team decided to choose Vendor X based on their robust
feature set and reputation for excellent customer support.

Misalignment: Unclear scope regarding data migration complexities.

Decision: A detailed data migration plan will be developed in collaboration with the IT department to
address potential challenges and ensure smooth transition.
Misalignment: Differences in opinion regarding the extent of customization required.

Decision: A phased approach to customization will be adopted, focusing on essential features initially and
incorporating additional customizations based on user feedback post-implementation.

Misalignment: Budget constraints impacting the scope of training programs.

Decision: Priority will be given to essential training sessions, with a focus on leveraging online resources
and peer-to-peer learning to supplement formal training programs.
Misalignment: Concerns raised regarding the timeline for achieving user adoption targets.

Decision: Regular communication and support will be provided to encourage early adoption, and progress
will be closely monitored to identify and address any barriers to adoption promptly.