1.Define the business drivers
2. Identify the investment objectives
3. Identify benefits, measures and owners
4. Structure the benefits
5. Develop a set of criteria for evaluating the candidate CRM applications (you should choose at least four applications - one of these should be an open source application, and one should be an internally commissioned application written specifically for the ICS Services whereas remaining two should be the commercial off the shelf software applications. Show how each candidate system measures up against the criteria and analyse the pros and cons of using each of these approaches to select and acquire CRM application for the ICS Services.
6. Underline the strategy that should be used to form a team (who should be in the team and why?) responsible for the acquisition and implementation of CRM application. Identify Organizational changes enabling the benefits
8. Determine explicit value of each benefit
9. Identify cost and risks
10. Develop strategies for mitigating those risks.
11. Recommendations - based on the criteria developed in point 5 above, recommend a best CRM solution to ICS Services
12. Sarah acknowledges that the CRM system itself is only part of the expected positive outcome, and that it will only provide value if the individual partners running the various IT Professional Services Practices actively support it. She understands that some practices leaders may see this as head office interference and as simply a way to cut jobs. To meet these challenges, Sarah wants you to include in your proposal a Change Management and Communication strategy that will lead the various sales leaders in the different practices to actively adopt the system and make the most of it.