Phase 5: Evaluate performance
The final phase of the CRM project involves an evaluation of its
performance. How well has it performed? Two sets of variables
can be measured: project outcomes and business outcomes.
Project outcome focus whether the project has been delivered on
time and to budget. Your evaluation of the business outcomes
requires you to return to the project objectives, your definition of
CRM success and the case, and ask whether the desired results
have been achieved