CRM Implementation Plan Discussion
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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.
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.
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:
· 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.
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