Customer Relationship Management (CRM)

  1. CRM Implementation and Change Management
    1. Implementation Planning and Strategy
      1. Project Planning and Governance
        1. Project Charter Development
          1. Stakeholder Identification
            1. Governance Structure
              1. Risk Management
                1. Resource Planning
                  1. Timeline Development
                  2. Requirements Gathering and Analysis
                    1. Business Requirements Definition
                      1. Functional Requirements
                        1. Technical Requirements
                          1. Integration Requirements
                            1. Performance Requirements
                              1. Security Requirements
                              2. Vendor Selection Process
                                1. Market Research
                                  1. Request for Proposal (RFP)
                                    1. Vendor Evaluation Criteria
                                      1. Solution Demonstrations
                                        1. Reference Checks
                                          1. Contract Negotiation
                                        2. System Design and Configuration
                                          1. Solution Architecture Design
                                            1. Technical Architecture
                                              1. Integration Architecture
                                                1. Security Architecture
                                                  1. Data Architecture
                                                    1. Deployment Architecture
                                                      1. Scalability Planning
                                                      2. System Configuration
                                                        1. User Interface Customization
                                                          1. Workflow Configuration
                                                            1. Business Rule Setup
                                                              1. Field Customization
                                                                1. Security Configuration
                                                                  1. Integration Setup
                                                                  2. Data Migration Planning
                                                                    1. Data Assessment and Mapping
                                                                      1. Migration Strategy
                                                                        1. Data Cleansing
                                                                          1. Migration Testing
                                                                            1. Rollback Procedures
                                                                              1. Go-Live Planning
                                                                            2. Testing and Quality Assurance
                                                                              1. Testing Strategy Development
                                                                                1. Test Planning
                                                                                  1. Test Case Development
                                                                                    1. Testing Environment Setup
                                                                                      1. Resource Allocation
                                                                                        1. Schedule Planning
                                                                                          1. Risk Assessment
                                                                                          2. Testing Types and Phases
                                                                                            1. Unit Testing
                                                                                              1. Integration Testing
                                                                                                1. System Testing
                                                                                                  1. User Acceptance Testing
                                                                                                    1. Performance Testing
                                                                                                      1. Security Testing
                                                                                                      2. Quality Assurance Processes
                                                                                                        1. Defect Management
                                                                                                          1. Test Execution Monitoring
                                                                                                            1. Quality Metrics
                                                                                                              1. Continuous Improvement
                                                                                                                1. Sign-Off Procedures
                                                                                                                  1. Documentation
                                                                                                                2. Change Management and User Adoption
                                                                                                                  1. Change Management Strategy
                                                                                                                    1. Change Impact Assessment
                                                                                                                      1. Stakeholder Analysis
                                                                                                                        1. Communication Planning
                                                                                                                          1. Resistance Management
                                                                                                                            1. Success Metrics
                                                                                                                              1. Sustainability Planning
                                                                                                                              2. Executive Sponsorship and Leadership
                                                                                                                                1. Leadership Engagement
                                                                                                                                  1. Champion Network
                                                                                                                                    1. Governance Support
                                                                                                                                      1. Resource Commitment
                                                                                                                                        1. Vision Communication
                                                                                                                                          1. Barrier Removal
                                                                                                                                          2. Communication and Engagement
                                                                                                                                            1. Communication Strategy
                                                                                                                                              1. Multi-Channel Communication
                                                                                                                                                1. Feedback Mechanisms
                                                                                                                                                  1. Success Story Sharing
                                                                                                                                                    1. Continuous Updates
                                                                                                                                                      1. Recognition Programs
                                                                                                                                                      2. Training and Support
                                                                                                                                                        1. Training Needs Assessment
                                                                                                                                                          1. Training Program Development
                                                                                                                                                            1. Role-Based Training
                                                                                                                                                              1. Training Delivery Methods
                                                                                                                                                                1. Competency Assessment
                                                                                                                                                                  1. Ongoing Support
                                                                                                                                                                2. Go-Live and Post-Implementation
                                                                                                                                                                  1. Deployment Planning
                                                                                                                                                                    1. Go-Live Strategy
                                                                                                                                                                      1. Rollout Approach
                                                                                                                                                                        1. Cutover Planning
                                                                                                                                                                          1. Support Structure
                                                                                                                                                                            1. Contingency Planning
                                                                                                                                                                              1. Success Criteria
                                                                                                                                                                              2. Post-Implementation Support
                                                                                                                                                                                1. Hypercare Support
                                                                                                                                                                                  1. Issue Resolution
                                                                                                                                                                                    1. Performance Monitoring
                                                                                                                                                                                      1. User Feedback Collection
                                                                                                                                                                                        1. System Optimization
                                                                                                                                                                                          1. Knowledge Transfer
                                                                                                                                                                                          2. Success Measurement
                                                                                                                                                                                            1. Adoption Metrics
                                                                                                                                                                                              1. Performance Metrics
                                                                                                                                                                                                1. Business Impact Assessment
                                                                                                                                                                                                  1. ROI Calculation
                                                                                                                                                                                                    1. User Satisfaction
                                                                                                                                                                                                      1. Continuous Improvement

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                                                                                                                                                                                                  7. CRM Analytics and Performance Measurement

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                                                                                                                                                                                                  9. Advanced CRM Technologies and Trends