This document is intended to provide a guide to concepts of project management as it relates to successfully implementing CRM systems.

The desired result after reading this document is to demonstrate how a CRM project can be deftly executed using an “information set”. This information set is designed to bring together the business returns & project delivery in a consistent format, enabling a focussed specification & common understanding of the desired outcome of a CRM project. It aims to look at the reality of managing projects and dealing with the people/political aspects.

The document will provide an outline of a suggested methodology, the groups of people required to participate in this methodology & descriptions of the “information set” (accompanying documentation) required for successful CRM project delivery.