Project Title: CRM System Upgrade for XYZ Corporation

Project Overview:
This document outlines the statement of work (SOW) and analysis report for the CRM
System Upgrade project at XYZ Corporation. The project aims to address critical business
problems related to customer relationship management by implementing an enhanced CRM
system.

Table of Contents:

Executive Summary
Project Information
Project Background
Scope and Objectives
Project Team
Business Need
Key High-Level Business Requirements
Business Value Estimates
Analysis Report
Requirements
Data Flow Diagrams (DFDs)
Entity-Relationship Diagrams (ERDs)
Risk Plan
Conclusion
Appendixes
1. Executive Summary:
This document presents the project scope, business need, high-level requirements, and
business value estimates for the CRM System Upgrade project at XYZ Corporation. It is
followed by an analysis report including requirements, DFDs, ERDs, and a risk plan.

2. Project Information:

Project Background: XYZ Corporation is experiencing issues with its existing CRM system,
leading to customer dissatisfaction and lost revenue opportunities. This project aims to
upgrade the CRM system to address these challenges.

Scope and Objectives: The project scope includes implementing a modern CRM system with
centralized customer data, real-time analytics, and multi-channel integration. Objectives
include improving customer satisfaction, increasing revenue, and enhancing data-driven
decision-making.

Project Team: The project team consists of IT professionals, business analysts, and external
consultants with expertise in CRM systems.

3. Business Need:
The current CRM system is outdated and fragmented, resulting in customer dissatisfaction,
missed sales opportunities, and inefficient data management. Upgrading the CRM system is
essential to improve customer relationships and revenue.
4. Key High-Level Business Requirements:

Centralized customer database

Real-time analytics
Multi-channel integration
Automated workflows
Mobile accessibility
5. Business Value Estimates:

Projected revenue increase: $2,000,000 annually

Cost savings through automation: $300,000 annually
Improved customer retention: Estimated value of $500,000 annually
6. Analysis Report:

Requirements: The CRM system upgrade will fulfill the business requirements outlined
above, enhancing customer relationship management and operational efficiency.

Data Flow Diagrams (DFDs): DFDs illustrate the flow of data within the CRM system,
highlighting data inputs, processes, and outputs. They provide a visual representation of the
system's data flow.

Entity-Relationship Diagrams (ERDs): ERDs depict the relationships between different

entities within the CRM system, helping to model the data structure and database design.

Risk Plan: The risk plan identifies potential risks associated with the project, such as data
security breaches and resistance to change. Mitigation strategies are outlined to address
these risks.

7. Conclusion:
The CRM System Upgrade project at XYZ Corporation is crucial for addressing business
challenges related to customer relationship management. The proposed solution aligns with
organizational goals and offers significant business value.

8. Appendixes:
Appendixes contain detailed information, such as project schedules, budget breakdowns,
and technical specifications, providing additional context for stakeholders.

This document provides a comprehensive overview of the CRM System Upgrade project,
presenting both the project's rationale and a detailed analysis of its components. It is
structured to guide the reader through the project's approach and results while maintaining
clarity and brevity.