structure of work breakdown
Customer Experience Management
Customer experience management is a concept that refers to practices, techniques, and technologies that most sectors and businesses use in the course of handling and assessing customer relationships and knowledge during the client's lifecycle. CRM's primary mission is to strengthen corporate ties and client relationships. It formulates an essential factor of retention of the customers available.
Tasks in the Work Breakdown Structure
Each of the tasks in the work breakdown structure has its ultimate purpose and contribution to the overall performance of the organization. Creating a senior level sponsorship enables the project to have enough funds that will assist all the activities of the project. Gathering relevant information will provide the project with relevant knowledge concerning the customers with an idea of understanding the challenges in the project and the best solutions. Assessing the current state will identify project problems that may affect the future of the plan. Moreover, identifying the available opportunities will help the CRM project to have better platforms in the coming expansions.
Connecting Value Changes and CRM Strategy
Connecting value changes and CRM strategy will contribute to having a relationship between the present values of the project to see if the benefits will assist in attaining the best strategy for the project plan. Moreover, the task of illustrating CRM requirements will help the project to know the resources and time that will contribute to attaining the demonstrated need of the CRM plan. Creating a business case is just a process of evaluating the effectiveness of the set plans towards the success of CRM. Finally, having a rollout strategy is a task that will help implement the activities mentioned above for the general success of the CRM.
References
Laudon, K. C., & Laudon, J. P. (2015). Management Information Systems: Managing the Digital Firm (14th Edition). Pearson.
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