Social CRM For High Services Inc

Current Set of Issues

High Services Inc. is an international firm that has more than 100,000 employees that work in various parts of the globe. With the expansion of the number of customers, the firm has decided to implement an advanced Customer Relationship Management (CRM) system and social CRM is one of the components of the same. There are various resources that will be associated with the CRM project, such as, Natalie, Program Sponsor, Ito, Program Manager, Ben, CIO and Project Sponsor, George, Marketing Manager of social CRM.

The report includes the project charter and also described details of the project stakeholders and project scope.

Social CRM for High Services Inc

The numbers of customers that are engaged with High Services Inc. are expanding at a rapid rate. With the current systems and the nature of operations, it is becoming challenging to fulfill the needs and demands of the customers having a negative impact on their engagement with the company.

In order to achieve the business goals and objectives, it is essential to understand the needs of the customers. There shall be an automated system in place that may analyze the customer information and also maintain the required interaction level with the customers of the organization.

Social CRM is an attempt to fulfill these objectives through automated system and mechanisms that will analyze customer information and will enhance the engagement with the organization.

There shall be no major or critical defects present in the end product and the functional aspects shall be met.
The social CRM system must stick to the quality standards and ethical practices (Roberts-Lombard, 2012).
The expectations and demands of the customers shall be met.
There shall be no performance issues in the end-product that will be used by the end-users.

The activities associated with the design, development, testing, integration and deployment will be executed by the members of the project team.

The activities related with negotiations, marketing and advertising will not be carried out by the members of the project team.

Project Plan: This document will include the details of the project estimates, project team and the project stakeholder along with the methodology and approach (Singh, 2015).
System Design: The document will include the design diagram and the wireframes.
Source Code: The coding details of the system that will be developed.
Test Plan: The plan will comprise of the testing activities that will be carried out, test methodology and defect tracking mechanism.
Closure Report: The project activities that are carried out by the team members will be included in the report.

Milestone

Milestone One: Finalize requirements

Milestone Two: Project Charter

Milestone Three: Project Plan

Milestone Four: Finalize implementation tools and techniques

Milestone Five: System Design & Source Code

Milestone Six: Defect Report

Milestone Seven: Implementation Plan

Milestone Eight: Closure Report

The environment and the equipment required for the execution of the project tasks will be arranged in advanced.
$2,000,000 will be allocated for the completion of all the project tasks and activities.
Six months will be assigned for the completion of all the project tasks and activities (Peppard, 2010).

$2,000,000 will be allocated for the completion of all the project tasks and activities. $300,000 will be assigned for the internal staffing expenses.

Name of the Team Member	Role	Set of Responsibilities
Ben	Project Sponsor and CIO	Providing the project funds and the specifications
George	Marketing Manager	Designing of the marketing plan
AA	Project Manager	Planning, estimations, resourcing, monitoring and closure
BB	Finance Office	Budgeting of the project
CC	Business Analyst	Feasibility analysis and management of the risks
DD	Data Scientist	Gathering and analysis of customer information
EE	Project Developer	Source code, unit testing
FF	Tester	System, integration, regression and performance testing
GG	Designer	System designing
HH	Implementation Expert	Implementation and management of the changes

Resource Name	Type	Initials	Max. Units	Std. Rate
Project Manager	Work	PM	100%	$ 420.00/hr
Business Analyst	Work	BA	100%	$ 350.00/hr
Data Scientist	Work	DS	100%	$ 400.00/hr
Project Developer	Work	PD	100%	$ 325.00/hr
Tester	Work	TE	100%	$ 300.00/hr
Designer	Work	DE	100%	$ 315.00/hr
Implementation Expert	Work	IE	100%	$ 330.00/hr
Finance Officer	Work	FO	100%	$ 375.00/hr

RACI stands for Responsibility, Accountability, Contribution and Informed. The resources that will be engaged with the project will be associated and involved in all the project activities in one form or the other (Tirkey, 2012). The RACI matrix that has been illustrated below explains the tasks that will be covered by the project team members.

	Ben	George	AA	BB	CC	DD	EE	FF	GG	HH
Project Charter	I	I	R/A	I	C	I	I	I	I	I
Feasibility Analysis	I	I	A	I	R	I	C	I	C	C
Planning and Estimations	C	I	R/A	C	C	I	C	C	C	C
Budgeting	C	I	A	R	I	I	I	I	I	I
Risk Management	I	I	C	C	A/R	I	C	C	C	C
Information Gathering and Analysis	A	C	A	I	I	R/A	C	C	C	C
System Development	I	I	I	I	C	I	R/A	C	C	C
System Designing	I	I	I	I	I	I	C	C	R/A	C
Testing Activities	I	I	A	I	I	I	A	R/A	C	C
System Implementation	I	I	I	I	I	I	C	C	C	R/A
Closure Activities	C	I	R/A	C	A	I	C	C	C	C

Task-wise budget

WBS	Task Name	Duration	Start	Finish	Cost
1	Social CRM Project	132 days	Fri 06-10-17	Mon 09-04-18	$ 711,160.00
1.1	Initiation of the project	6 days	Fri 06-10-17	Fri 13-10-17	$ 105,280.00
1.1.1	Feasibility Study – Technical	4 days	Fri 06-10-17	Wed 11-10-17	$ 24,640.00
1.1.2	Feasibility Analysis – Operational	4 days	Fri 06-10-17	Wed 11-10-17	$ 24,640.00
1.1.3	Feasibility Analysis – Economical	4 days	Fri 06-10-17	Wed 11-10-17	$ 24,640.00
1.1.4	Chartering Tasks	4 days	Fri 06-10-17	Wed 11-10-17	$ 24,640.00
1.1.5	Submission of the charter	2 days	Thu 12-10-17	Fri 13-10-17	$ 6,720.00
1.1.6	Milestone One: Project Charter	0 days	Fri 13-10-17	Fri 13-10-17	$ 0.00
1.2	Planning & Analysis	14 days	Mon 16-10-17	Thu 02-11-17	$ 217,240.00
1.2.1	Information Collection & Investigation	10 days	Mon 16-10-17	Fri 27-10-17	$ 32,000.00
1.2.2	Analysis of requirements	8 days	Mon 16-10-17	Wed 25-10-17	$ 74,880.00
1.2.3	Project Scope Statement	8 days	Mon 16-10-17	Wed 25-10-17	$ 49,280.00
1.2.4	Budget & Schedule Estimation	3 days	Mon 16-10-17	Wed 18-10-17	$ 19,080.00
1.2.5	Assessment of risks	3 days	Mon 16-10-17	Wed 18-10-17	$ 18,480.00
1.2.6	Communication plan and team selection	3 days	Mon 16-10-17	Wed 18-10-17	$ 10,080.00
1.2.7	Roles & Responsibilities Allocation	4 days	Mon 30-10-17	Thu 02-11-17	$ 13,440.00
1.2.8	Milestone Two: Project Plan	0 days	Thu 02-11-17	Thu 02-11-17	$ 0.00
1.3	Project Execution – Design & Development	62 days	Fri 03-11-17	Mon 29-01-18	$ 187,520.00
1.3.1	UI/EX aspects of the system	5 days	Fri 03-11-17	Thu 09-11-17	$ 25,600.00
1.3.2	Review of the design	4 days	Fri 10-11-17	Wed 15-11-17	$ 13,440.00
1.3.3	Source code	30 days	Thu 16-11-17	Wed 27-12-17	$ 78,000.00
1.3.4	Setting up of the database	10 days	Thu 28-12-17	Wed 10-01-18	$ 26,000.00
1.3.5	Integration of front end and back end	10 days	Thu 11-01-18	Wed 24-01-18	$ 26,000.00
1.3.6	Review of the source code	3 days	Thu 25-01-18	Mon 29-01-18	$ 18,480.00
1.3.7	Milestone Three: System Design & Source Code	0 days	Mon 29-01-18	Mon 29-01-18	$ 0.00
1.4	Testing & Integration	18 days	Tue 30-01-18	Thu 22-02-18	$ 44,400.00
1.4.1	Integration of the modules	5 days	Tue 30-01-18	Mon 05-02-18	$ 13,200.00
1.4.2	System Integration Testing	3 days	Tue 06-02-18	Thu 08-02-18	$ 7,200.00
1.4.3	Regression testing	2 days	Fri 09-02-18	Mon 12-02-18	$ 4,800.00
1.4.4	Security and Performance Testing	4 days	Tue 13-02-18	Fri 16-02-18	$ 9,600.00
1.4.5	Load testing	2 days	Mon 19-02-18	Tue 20-02-18	$ 4,800.00
1.4.6	Submission of bugs and defects	2 days	Wed 21-02-18	Thu 22-02-18	$ 4,800.00
1.4.7	Milestone Four: Defect Report	0 days	Thu 22-02-18	Thu 22-02-18	$ 0.00
1.5	Implementation & Control	20 days	Fri 23-02-18	Thu 22-03-18	$ 72,640.00
1.5.1	Decision on the system changes	3 days	Fri 23-02-18	Tue 27-02-18	$ 7,920.00
1.5.2	Change management	3 days	Wed 28-02-18	Fri 02-03-18	$ 7,920.00
1.5.3	Change reinforcement	2 days	Mon 05-03-18	Tue 06-03-18	$ 5,280.00
1.5.4	Measurement of performance	2 days	Wed 07-03-18	Thu 08-03-18	$ 6,720.00
1.5.5	Reviews and walkthroughs	4 days	Fri 09-03-18	Wed 14-03-18	$ 24,640.00
1.5.6	System inspections	3 days	Thu 15-03-18	Mon 19-03-18	$ 10,080.00
1.5.7	Auditing activities	3 days	Tue 20-03-18	Thu 22-03-18	$ 10,080.00
1.5.8	Milestone Five: Implementation Plan	0 days	Thu 22-03-18	Thu 22-03-18	$ 0.00
1.6	Closure Phase	12 days	Fri 23-03-18	Mon 09-04-18	$ 84,080.00
1.6.1	User Trainings	6 days	Fri 23-03-18	Fri 30-03-18	$ 36,960.00
1.6.2	Maintenance and support planning	2 days	Fri 23-03-18	Mon 26-03-18	$ 5,600.00
1.6.3	Acceptance and Sign offs	3 days	Fri 23-03-18	Tue 27-03-18	$ 10,080.00
1.6.4	System documentation and closure report	6 days	Mon 02-04-18	Mon 09-04-18	$ 31,440.00
1.6.5	Milestone Six: Closure Report	0 days	Mon 09-04-18	Mon 09-04-18	$ 0.00

Resource-wise budget

WBS	Task Name	Duration	Resource Names	Cost
1	Social CRM Project	132 days		$ 711,160.00
1.1	Initiation of the project	6 days		$ 105,280.00
1.1.1	Feasibility Study – Technical	4 days	Business Analyst, Project Manager	$ 24,640.00
1.1.2	Feasibility Analysis – Operational	4 days	Business Analyst, Project Manager	$ 24,640.00
1.1.3	Feasibility Analysis – Economical	4 days	Business Analyst, Project Manager	$ 24,640.00
1.1.4	Chartering Tasks	4 days	Project Manager, Business Analyst	$ 24,640.00
1.1.5	Submission of the charter	2 days	Project Manager	$ 6,720.00
1.1.6	Milestone One: Project Charter	0 days		$ 0.00
1.2	Planning & Analysis	14 days		$ 217,240.00
1.2.1	Information Collection & Investigation	10 days	Data Scientist	$ 32,000.00
1.2.2	Analysis of requirements	8 days	Business Analyst, Project Manager, Data Scientist	$ 74,880.00
1.2.3	Project Scope Statement	8 days	Project Manager, Business Analyst	$ 49,280.00
1.2.4	Budget & Schedule Estimation	3 days	Finance Officer, Project Manager	$ 19,080.00
1.2.5	Assessment of risks	3 days	Business Analyst, Project Manager	$ 18,480.00
1.2.6	Communication plan and team selection	3 days	Project Manager	$ 10,080.00
1.2.7	Roles & Responsibilities Allocation	4 days	Project Manager	$ 13,440.00
1.2.8	Milestone Two: Project Plan	0 days		$ 0.00
1.3	Project Execution – Design & Development	62 days		$ 187,520.00
1.3.1	UI/EX aspects of the system	5 days	Designer, Implementation Expert	$ 25,600.00
1.3.2	Review of the design	4 days	Project Manager	$ 13,440.00
1.3.3	Source code	30 days	Project Developer	$ 78,000.00
1.3.4	Setting up of the database	10 days	Project Developer	$ 26,000.00
1.3.5	Integration of front end and back end	10 days	Project Developer	$ 26,000.00
1.3.6	Review of the source code	3 days	Project Manager, Business Analyst	$ 18,480.00
1.3.7	Milestone Three: System Design & Source Code	0 days		$ 0.00
1.4	Testing & Integration	18 days		$ 44,400.00
1.4.1	Integration of the modules	5 days	Implementation Expert	$ 13,200.00
1.4.2	System Integration Testing	3 days	Tester	$ 7,200.00
1.4.3	Regression testing	2 days	Tester	$ 4,800.00
1.4.4	Security and Performance Testing	4 days	Tester	$ 9,600.00
1.4.5	Load testing	2 days	Tester	$ 4,800.00
1.4.6	Submission of bugs and defects	2 days	Tester	$ 4,800.00
1.4.7	Milestone Four: Defect Report	0 days		$ 0.00
1.5	Implementation & Control	20 days		$ 72,640.00
1.5.1	Decision on the system changes	3 days	Implementation Expert	$ 7,920.00
1.5.2	Change management	3 days	Implementation Expert	$ 7,920.00
1.5.3	Change reinforcement	2 days	Implementation Expert	$ 5,280.00
1.5.4	Measurement of performance	2 days	Project Manager	$ 6,720.00
1.5.5	Reviews and walkthroughs	4 days	Project Manager, Business Analyst	$ 24,640.00
1.5.6	System inspections	3 days	Project Manager	$ 10,080.00
1.5.7	Auditing activities	3 days	Project Manager	$ 10,080.00
1.5.8	Milestone Five: Implementation Plan	0 days		$ 0.00
1.6	Closure Phase	12 days		$ 84,080.00
1.6.1	User Trainings	6 days	Business Analyst, Project Manager	$ 36,960.00
1.6.2	Maintenance and support planning	2 days	Business Analyst	$ 5,600.00
1.6.3	Acceptance and Sign offs	3 days	Project Manager	$ 10,080.00
1.6.4	System documentation and closure report	6 days	Project Developer, Implementation Expert	$ 31,440.00
1.6.5	Milestone Six: Closure Report	0 days		$ 0.00

Risk Name	Description	Type	Probability (5: Highest and 1: lowest)	Impact (5: Highest and 1: lowest)	Rank
Schedule Overrun	Increased time in the completion of project activities as compared to the estimated schedule	Negative	2	5	10
Technical Failure	Failure of faults in technical tools and equipment	Negative	4	4	16
Operational Mistake	Execution of an operational error by a user	Negative	4	3	12
Security Attack	Attacks on information, database or networks	Negative	3	4	12
Budget Overrun	Increased costs in association with the project activities as compared to the estimated budget	Negative	2	5	10
Resource Risk	Increased productivity levels of the employees as compared to the estimated values leading to completion of the project tasks before time	Positive	1	4	4

Recommendations and Conclusion

Social CRM is a project that has a lot of significance for High Services Inc. There shall be adequate planning and analysis involved in the project to make sure that the project goals and objectives are achieved. There shall also be management methodology such as Project Management Body of Knowledge (PMBOK) applied to make sure that the management tasks are easily executed. The communication mode and strategies must be designed in such a manner that there is always clarity maintained among the members of the project team.

References

Adalikwu, Chris. 2012. “Customer Relationship Management And Customer Satisfaction”. AFRICAN JOURNAL OF BUSINESS MANAGEMENT 6 (22). doi:10.5897/ajbm12.634.

Davis, Kate. 2017. “An Empirical Investigation Into Different Stakeholder Groups Perception Of Project Success”. International Journal Of Project Management 35 (4): 604-617. doi:10.1016/j.ijproman.2017.02.004.

Goldsmith, Ronald E. 2010. “The Goals Of Customer Relationship Management”. International Journal Of Customer Relationship Marketing And Management 1 (1): 16-27. doi:10.4018/jcrmm.2010090402.

Khodakarami, Farnoosh, and Yolande E. Chan. 2014. “Exploring The Role Of Customer Relationship Management (CRM) Systems In Customer Knowledge Creation”. Information & Management 51 (1): 27-42. doi:10.1016/j.im.2013.09.001.

Levin, Ginger. 2014. “Managing Stakeholder Expectations For Project Success: A Knowledge Integration Framework And Value Focused Approach”. Project Management Journal 45 (6): e3-e3. doi:10.1002/pmj.21464.

Mitchell, Ronald K., Harry J. Van Buren, Michelle Greenwood, and R. Edward Freeman. 2015. “Stakeholder Inclusion And Accounting For Stakeholders”. Journal Of Management Studies 52 (7): 851-877. doi:10.1111/joms.12151.

Peppard, Joe. 2010. “Customer Relationship Management (CRM) In Financial Services”. European Management Journal 18 (3): 312-327. doi:10.1016/s0263-2373(00)00013-x.

Roberts-Lombard, Mornay. 2012. “Exploring The Relationship Between Trust, Commitment And Customer Loyalty Through The Intervening Role Of Customer Relationship Management (CRM)”. African Journal Of Business Management 6 (10). doi:10.5897/ajbm11.2562.

Santouridis, Ilias, and Androniki Veraki. 2017. “Customer Relationship Management And Customer Satisfaction: The Mediating Role Of Relationship Quality”. Total Quality Management & Business Excellence 28 (9-10): 1122-1133. doi:10.1080/14783363.2017.1303889.

Singh, Anurag. 2015. “Drive Customer Experience For Relationship Management Through Actionable Social CRM”. International Journal Of Customer Relationship Marketing And Management 6 (4): 57-76. doi:10.4018/ijcrmm.2015100104.

Tirkey, Manish Roy. 2012. “The People And CRM (Customer Relationship Management)”. IOSR Journal Of Business And Management 5 (2): 27-28. doi:10.9790/487x-0522728.

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