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Steering Committee
The project Steering Committee includes management and other executive level stakeholders that will be directly impacted by the success or outcome of the CRM project. During the implementation, the Steering Committee will reach consensus or influence the most strategic objectives for CRM adoption as well as approve the implementation scope, approach, time frame and budget. Due to the relatively short duration of the actual software CRM implementation, the Steering Committee will incur more time and emphasis on CRM adoption, utilization, measurement and refinement. Post software implementation activities will include:
- Confirming all customer information is being centrally stored, shared and made available
- Verifying the users' are actually using, benefiting by and endorsing the system
- The information is being correctly organized and processed for operational support and analysis
- Information is accurate, available and in proper format or structure so that customers are better served and are spoken to with uniformity across the organization, regardless of who's actually speaking
These individuals will include the executive level stakeholders, Project Leader, Project Manager, Lead Consultant, Finance and MIS management and sometimes key users. These individuals are responsible for reviewing the progress of the implementation, understanding the current issues, resolving critical issues, providing vision of future business opportunities and direction, and supporting the efforts through moral support of the entire project team.
The primary Steering Committee responsibilities include the following:
- Provide vision
- Visibly and vocally sponsor project and its objectives
- Reinforce cultural change
- Ensure resource availability
- Resolve or influence policy issues
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