Select and Implement a Customer Service Management Solution – Phase 1: Launch the Project


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Prior to launching your CSM procurement project, ensure that the proper buy-in, planning, and resource engagement has occurred. Without these three critical components, your project will likely fail to gain the necessary traction and you will be unable to select and implement a solution that aligns with your organization's needs.

Before proceeding to requirements gathering and vendor evaluations, conduct the following:
  • Identify the organization's preparedness for implementing the CSM solution through an assessment of your current CSM architecture strategy
  • Identify the expected business benefits from re-evaluating your CSM solution
  • Develop a CSM architecture strategy plan
  • Create a resource plan that outlines roles and responsibilities
  • Map your current and idealized CSM architecture
  • Create a project plan for your project
  • Identify project stakeholders and create project oversight
  • Brainstorm risks and constraints and create a plan for mitigating or preventing these potential project issues
Conduct your necessary due diligence at the start of your project in order to ensure that your IT procurement project aligns with the business and is able to fulfill the objectives laid out for it. This is phase one of the four-phase blueprint, Select and Implement a CSM Solution

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