Phase 2 - Plan

During this phase the software is selected and an outline 'straw man' design is created.  A clear and fully-costed implementation plan is prepared, together with a definition of what will be delivered - and when. Tasks include:

• Evaluate CRM software alternatives and create a shortlist of 2-3 candidates;
• Decide whether to outsource the CRM system or implement it in-house;
• Create ‘straw man’ outline design for CRM system to incorporate main functions and features required, and validate this with user groups already established; 
• Issue invitation to tender together with statement of requirements and outline design;
• Obtain responses to tender and select preferred supplier;
• Create phased budget for remainder of project, to include all related costs: software, hardware, data conversion and cleansing, training, and consultancy;
• Create an implementation plan, together with key milestones that must be achieved to maintain the project on schedule;
• Write a communication plan to keep potential users fully informed;
•  Obtain commitment from the steering committee to the budget and plan.

Hint. This is a critical decision point, and the steering committee must be left in no doubt that they are committing the firm to a very significant project in terms of both time and cost.