You work for High Service, Inc., an international firm with more than 100,000 employees in several countries. A strategic goal is to continuously improve customer service while increasing revenues and...

You work for High Service, Inc., an international firm with more than 100,000 employees in several countries. A strategic goal is to continuously improve customer service while increasing revenues and reducing costs. The Customer Relationship Management (CRM) program has just started, and the VP of Operations, Natalie, is the program sponsor. Ito is the program manager, and there is a steering committee made up of 10 senior executives, including Natalie, who oversees the program. Several projects operate within this program. The Social CRM project exists within this program.  The CIO and project sponsor, Ben, has given this project high priority and plans to hold special interviews to hand-pick the project manager and team. Ben is also a member of the program steering committee. The main purpose of the Social CRM Project includes the following:
 Work with George, the Marketing Manager to propose the Business Case  Work with George, the Marketing Manager to determine the system requirements  Engage a consultant to assist with compiling a short list of vendors  Trial 3 to 5 solutions and determine the Social CRM which best meets the requirements  Procure the new system and integrate into the existing architecture  Procure the necessary data and APIs for the major social platforms including blogs, Facebook, Twitter, LinkedIn and Instagram  Work with the Marketing Department to trial the new system processes  Implement the new system across the enterprise including training and user support  Establish metrics and analytics to measure the new system performance such as number of Facebook Likes, followers on Twitter, impact on revenue and customer service.
The