PMP Question 4

A project management office has successfully deployed a

new customer relationship management (CRM) system.
Despite user training and high adoption rates, the
anticipated benefits of increased sales and improved
customer satisfaction have not been realized after six
months. As the project manager, what should be your
next step to ensure the desired benefits are achieved?
a.
Continue monitoring the situation for another six months to allow
more time for the benefits to materialize, while maintaining the
current level of user training and support for the CRM system.
b.
Collaborate with stakeholders to identify and address any barriers
preventing the realization of benefits, and develop a benefits
realization plan with specific actions and metrics to track progress
over time.
c.
Engage an external consultant to assess the CRM implementation
and provide recommendations for optimizing the system's
configuration and usage to drive the desired benefits.
d.
Conduct a comprehensive review of the CRM system's features and
functionality to ensure they align with the organization's sales and
customer service processes, making adjustments as necessary.