Your company is charged
with implementing a new customer relationship management (CRM) software
application within the next 30 days. The intended consequence of successfully
implementing the CRM program is to provide both your sales and customer service
departments more agility and flexibility with engaging existing and prospective
customers. The directive from executive leadership is to partner with at least
one sales person and one customer service representative in addition to the
team members from IT.
As a CLC team, you will
need to select which member of your company will serve as the sales person,
which member will serve as the customer service representative, and which
member(s) will serve as members from IT. Consider the vision for what a
successful project team looks like in an organizational setting. Determine the
needs of the various stakeholder groups (e.g., sales department, customer
service, and IT). Assess the competing agendas of each stakeholder and
determine the strategies that the team will use to address and resolve conflict
in order to create a win-win scenario for all involved. Further, determine
which strategies will be most effective for implementing the CRM software,
training and developing employees, and achieving the 30-day target for
Create a PowerPoint
presentation (10-12 slides) with speaker notes, a justification, and summary of
the decision-making process that addresses the following:
team charter and outline the elements (e.g., communication types and
styles, decision-making process, conflict management, etc.) the team
believes are essential for the successful implementation of the CRM
various needs of each stakeholder group (e.g., sales, customer service,
and IT). Describe the challenges of competing agendas from each
stakeholder group. What needs are alike/similar? What needs require
conflict management and resolution in order to successfully implement the
how value is created for each stakeholder group. In what ways will the
team positively affect the business as a whole?
the communication types and styles that will be used within the project
team. Determine how the communication types and styles described will lead
strategies your team will employ to adequately train and develop employees
to use the new CRM program effectively?
how your project team worked together (collaborated) to achieve the common
goal of successfully implementing the CRM program.
You are required to use at
least three academic references to support your reasoning for the
aforementioned components in the team selection process.
While APA style is not
required for the body of this assignment, solid academic writing is expected,
and in-text citations and references should be presented using APA
documentation guidelines, which can be found in the APA Style Guide
This assignment uses a
rubric. Please review the rubric prior to beginning the assignment to become
familiar with the expectations for successful completion.
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