1. Introduction: whats CRM why Apple and Samsung?

2. Develop the CRM strategy: few words about what and why a CRM strategy is important
2.1 Framing CRM and situation analysis: process of building a CRM Strategy and our understanding of the
company (quick overview of the orgs)
2.2 Commence CRM education: Their approach to take the CRM strategy to the employees
2.3 Develop CRM Vision: how they have defined the CRM goals
2.4 Set Priorities: how they have prioritized the CRM goals
2.5 Establish Goals and Objectives: Their org goals and how the CRM helps to get there
2.6 Identify contingencies, resources, and people changes: Barriers, How they have managed their resources
effectively
2.7 Agree on the business case with the board: how to propose to the BOD

3. Build a CRM project foundation.

3.1 Identify Stakeholders: why its critical and who are their stakeholder
3.2 Establish a governance structure: Setting the framework
3.3 Identify change management needs: changes made to get to the goals
3.4 Identify a project or program management needs: problems w the projects mgmt.
3.5 Identify critical success Factors: key factors to achieve goals
3.6 Develop a risk management plan: risk of their strategy and how they have managed the risks

4. Needs specification and partner selection

4.1 Process Engineering: their ways of improving the outcomes
4.2 Data Review and gap analysis: KPIs, current performance vs desired outcome
4.3 Initial technology needs specification and alternative research solutions: tech requiirements
4.4 Request for Proposal
4.5 Call for Proposals: Just describe what this is and what are their options
4.6 Revised technology needs identification: Describe how they should evaluate options.
4.7 Assessment and partner selection

5. Project implementation
5.1 Refine project plan
5.2 Identify technology customization needs
5.3 Prototype design, test, modify and roll out

6. Performance evaluation
6.1 Project Outcomes: Outcomes of the CRM strategy
6.2 Business Outcomes: how the CRM has effected the org goals