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Yourgard Crm Implementation Project

Autor:   •  November 12, 2015  •  Coursework  •  1,620 Words (7 Pages)  •  536 Views

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Project Charter

for the

YourGard CRM Implementation Project

Project Purpose and Justification

YourGard is a rapidly growing technology company that provides hardware and software products for the business security sector, they currently have revenues of more than $200 million. Yourgard recently acquired the company Bio-Gard, a leader in the access control market who had revenues of $80 million and is best known for their biometric technology and sophisticated management software.  Yourgard has seen over the past six months a loss of new and additional business revenue from existing contracts due to a severe decline in customer satisfaction. Customer frustration stems from the lack of clear points of contacts for both the sales and service departments. Internally there are inefficiencies, duplication of work, and a lack of system commonality. It is critical that YourGard regain and then maintain customer satisfaction, while rebuilding its reputation in the security sector to ensure future growth for the company.

The purpose of this project is to install a Customer Relationship Management (CRM) system that will be implemented across the company to help them:

  1. Improve customer satisfaction
  2. Make use of the latest technology to organize, automate, and synchronize the company’s business processes that include sales activities, marketing, customer service, and technical support.
  3. Improve sales department conversion rate
  4. Increase new sales revenue
  5. Increase add-on business
  6. Reduce work redundancy

Project Business Objectives

The below Yourgard business objectives will be used to measure the success of CRM implementation project:

  1. Improvement in customer satisfaction rating from a C+ to a B+ within 6 months of project implementation by reducing inefficiencies and providing a single point of contact for customer sales and service issues.
  2. Improve the sales department conversion rate by 20% within the first year by streamlining sales processes and centralizing all customer centric information.  
  3. Increase new business revenue by $5 million within the first 6 months of project completion by having an increased awareness and knowledge of customer needs, improved reputation, and the best blend of customer and project knowledge
  4. Increase add-on business by $3 million dollars within the first quarter of project completion by improving the company’s completed current service obligation rate to 95%
  5. Reduce work redundancy between the field service and tech support teams by 50% within 3 months of project completion by centralizing the tracking of interaction and activities that are associated with all customers and contacts.

Product Scope Description

The new Customer Relationship Management (CRM) will build a connected, collaborated, and integrated customer facing organization. CRM will have simplified features and a utilize cloud technology to support multiple departments within the organization. CRM users will be able to:

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