Management & Implementation

No-Nonsense, 100% Objective Implementation Advice

After completion of our CRM Strategy & Implementation Roadmap, The Digital Client Strategy, Call/Contact Center Strategy, and Business Intelligence Strategy, ISM supports you by providing guidance throughout the lifecycle of the implementation phase. Our Engagement Management/Implementation Services are always customized to your specific needs. Organizations typically call on ISM to provide unbiased assistance with pre-project implementation planning, scoping, technical and architectural design, data cleansing/integrity, project management, training, pilot, technical liaison, and project ramp-down services.

Deliverables

Here are sample deliverables from four of our Engagement Management/Implementation Services:

1. Engagement Management. Our full array of advisory services includes:
   • Monthly project team risk management reviews
   • Quarterly executive reviews
   • Quality assurance reviews
   • Business Case metrics tracking
   • Continuing education programs (e.g., Learning Journeys)


2. Project Management. We utilize project management best practices to guide your implementation efforts:
   • We focus on planning, executing and managing risk to achieve your Business Case metrics
   • We provide seasoned, certified full-time and part-time project managers to oversee parts or your entire implementation effort
   • We manage and coordinate third party service providers and sub-contractors for large-scale implementations


3. Training. We plan and implement comprehensive training that includes:
   • Readiness training (e.g., CRM 101 training, business process training)
   • Pilot training
   • Train-the-Trainer training (e.g., using Leader Guides & Quick Reference Cards)
   • Application training (e.g., using computer-based training &/or classroom training)
   • Training evaluations, including recommended enhancements


4. Pilot. We plan and implement your system pilot:
   • Document pre-pilot baseline measurements
   • Determine who should be in the pilot and for how long the pilot should run
   • Create and deliver readiness and application pilot training
   • Monitor the pilot using facilitation sessions and written evaluations
   • Assess the pilot and adjust overall implementation plans based on pilot outcomes
   • Expert guidance so your project gets implemented on time and on budget
   • Access to an extensive network of world-class implementation specialists
   • 100% objective advice and management of project components
   • Minimization of overall project risk

For additional information about our Engagement Management/Implementation Services, call (301) 656-8448, or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

About ISM

Since 1985, ISM has specialized in creating and implementing Customer-Centric Business Strategies that leverage CRM, Social CRM, and Social Media tools and techniques.  Clients includes the American Automobile Association (AAA), Amtrak, Armstrong, Giorgio Armani, ExxonMobil, IBM, Johnson & Johnson, Johnson Controls, Kraft Foods, Macmillian, Marriott, McGraw Hill, Nike, PepsiCo, Roche, Samsung, Sara Lee, T. Rowe Price, United Way, US Department of Defense, Xerox, and many others. For a full client list, please click here.