Frank Lauterhahn - CRM Project Manager

Recommended expert

Cologne, Germany

Experience

Aug 2025 - Nov 2025

4 months

CRM Project Manager

Vendor Consult GmbH

selecting a CTI solution with options to add chat-bot features and integrate into existing journeys and lead management processes
defining the use cases
creating the roadmap
drafting the requirements specification
creating the vendor longlist
conducting the RFP
evaluating the proposals
leading the decision-making process
reviewing the contracts
making a purchase recommendation

Aug 2025 - Oct 2025

3 months

CRM Project Manager

Uzin Utz SE

creating a multi-phase feasibility study to replace the current Aurea CRM with a new system
analyzing the strategic direction and CRM target vision
assessing the status quo of the current CRM system (Aurea)
evaluating the Aurea CRM vendor strategy and comparing its maturity against alternatives
presenting migration scenarios to a new CRM system

May 2025 - Jul 2025

3 months

CRM Project Manager

Krongaard GmbH

creating a roadmap to expand the existing ATS software into a future-ready CRM platform
analyzing the pain points of the current ATS system
identifying requirements for a scalable ATS and CRM platform to cover end-to-end processes in consulting and recruiting
providing transparency on the performance and scalability of the current software
creating a requirements catalog
developing a solution design for further development
making a recommendation for the next steps

Dec 2024 - May 2025

6 months

CRM Consultant

Stiftung Wissenschaft und Politik

advising during requirements gathering and tender negotiations
reviewing the existing requirements catalog
conducting workshops to clarify and define needs
assessing the CRM market landscape based on SWP requirements
recommending an implementation strategy tailored to SWP
supporting discussions with the selected vendors

Oct 2024 - Jun 2025

9 months

CRM Subproject Manager

Hays AG

analyzing the initial situation and objectives for implementing new CRM software
creating a requirements catalog
gathering and documenting business requirements and technical specifications in collaboration with the departments
coordinating and communicating with internal and external stakeholders
conducting market analyses and evaluating potential CRM systems based on the defined requirements
identifying and implementing process improvements to optimize CRM system selection and integration
supporting the project manager with planning, monitoring, and controlling the subproject, including time and resource management

May 2024 - Dec 2026

2 years 8 months

Project Manager

Bundesvereinigung Lebenshilfe

Led the client-side project for the implementation of a CRM/donation/accounting system
Advised during negotiations of contracts and terms for software and implementation services
Established the project team and overall project structure
Developed and applied planning and control tools
Coordinated and collaborated with external implementation and software partners
Monitored project progress
Carried out stakeholder management
Ensured resource availability on the client side
Oversaw project budget control and reporting
Provided specialist advice to product owners
Conducted regular meetings with the steering committee
Oversaw approvals and releases
Participated in workshops and meetings in the agile implementation project
Ensured adherence to budget requirements

May 2024 - Apr 2025

1 year

Project Manager, Business Analyst

Diehl Defence

Developed the CRM requirements catalog and led the selection process for new CRM software
Conducted workshops and interviews with stakeholders from multiple departments
Reviewed existing requirements documents
Created the requirements specification
Shortlisted CRM vendors and implementation partners
Managed the RFP process for CRM software
Created a detailed vendor comparison (financial and technical)
Reviewed contracts and advised during vendor negotiations
Prepared a selection recommendation

Mar 2024 - Dec 2024

10 months

Project Manager

Klingspor AG

Led the client-side project for the implementation of Salesforce CRM software
Established the project team and overall project structure
Developed and applied planning and control tools
Coordinated and collaborated with external implementation and software partners
Monitored project progress
Carried out stakeholder management
Ensured resource availability on the client side
Oversaw project budget control and reporting
Provided specialist advice to product owners in sales, marketing, and IT
Conducted regular meetings with the steering committee
Oversaw approvals and releases
Participated in workshops and meetings in the agile implementation project
Ensured adherence to budget requirements

Mar 2024 - Sep 2024

7 months

Project Manager

Page Contracting

Led the client-side project for the implementation of MySolution CRM software based on Salesforce
Established the project team and overall project structure
Developed and applied planning and control tools
Coordinated and collaborated with external implementation and software partners
Monitored project progress
Carried out stakeholder management
Ensured resource availability on the client side
Oversaw project budget control and reporting
Provided specialist advice to product owners in sales, marketing, and IT
Conducted regular meetings with the steering committee
Oversaw approvals and releases
Participated in workshops and meetings in the agile implementation project
Ensured adherence to budget requirements

Jun 2023 - Feb 2024

9 months

Project Manager, Business Analyst

Klingspor AG

Developed the CRM requirements catalog and led the selection process for CRM software
Conducted workshops, interviews, and a survey campaign with stakeholders from all business units
Created the requirements specification
Shortlisted CRM vendors and implementation partners
Managed the RFP process for CRM software
Created a detailed vendor comparison (financial and technical)
Reviewed contracts and advised during vendor negotiations
Prepared a selection recommendation

May 2023 - May 2025

2 years 1 month

Project Manager Coach

Vallox GmbH

Migration of the existing Adito CRM software to the new web version
Ad-hoc consulting on process redesign and requirements documentation
Consulting during the system migration

Dec 2022 - Feb 2024

1 year 3 months

Project Manager

ECE Group GmbH & Co. KG

Selecting a single tool for project and portfolio management in real estate management
Consulting on defining the CRM strategy
Conducting an as-is analysis of the IT system landscape of the "Architecture Construction" division
Creating a requirements specification based on the as-is analysis as the basis for the tender
Preparing tender documents for the project and portfolio management tool
Coordinating, structuring, and reviewing all tender documents, including integrating all necessary information
Responsible for sending out the tender documents
Identifying potential suppliers and cost-saving opportunities based on the requirement specifications
Preparing the bid evaluation
Organizing negotiation rounds involving all departments and negotiators
Creating a price comparison and evaluation matrix
Developing recommendations for action as a basis for decision-making

Aug 2022 - Dec 2026

4 years 5 months

CRM Consultant / Coach

DIHK DEinternational

Preparing the prototype and implementing Microsoft Dynamics CRM for the foreign chambers of commerce (AHK)
Steering and coordinating between DIHK, the implementation partner, and the foreign chambers of commerce during the prototyping phase
Approving checklists, training materials, test cases, user stories, and other artifacts
Participating in the steering committee

Aug 2022 - Jun 2024

1 year 11 months

CRM Consultant

Deutsche Gesellschaft für internationale Zusammenarbeit (GIZ)

Advising on specific technical topics during the planning process for the XRM/CRM follow-up project
Ensuring knowledge transfer from the GIZ-internal XRM/CRM preliminary project
Introducing CRM fundamentals and concepts
Preparing market analyses and overviews
Sharing best practices on methodologies and project structures

Jul 2022 - Feb 2024

1 year 8 months

Project Manager, Business Analyst

Möbel Martin GmbH & Co. KG

Analyzing the customer journey and designing the new IT system landscape
Conducting the analysis phase, including the big picture and scoping
Conducting the design phase: customer journey analysis, target process design, identifying data requirements, and future system architecture design
Creating the requirements specification
Leading the selection processes for new software in omni-channel marketing, loyalty, service, and sales
Conducting deep-dive workshops with vendors for marketing/CDP and loyalty software
Advising on the choice between enterprise solution providers and best-of-breed vendors

May 2022 - Feb 2024

1 year 10 months

Project Manager, Business Analyst

Page Contracting

Analysis of the initial situation and objectives for introducing a CRM software
Conduct an analysis phase with target vision, benchmarking, best practices, and scoping
Lead the design phase: design the customer journey, process design, technology design, and create the requirements specification
Advise in the selection phase: create a vendor shortlist, run the tender, moderate vendor presentations, and prepare a technical and commercial vendor comparison
Conduct a proof of concept

Dec 2021 - Dec 2022

1 year 1 month

CRM Expert CDP, CEP

s.Oliver

Support the introduction of Dymatrix (CDP), Emarsys (CEP), and OneStock (clienteling) applications
Provide process and technical consulting and manage the implementation in the CDP/CEP rollout project with internal stakeholders and external partners
Advise on the implementation of the OneStock clienteling software
Review user stories
Define technical acceptance criteria
Describe integration with Dymatrix, Emarsys, and Kafka
Create test cases
Prepare a script for user training
Create training materials

Oct 2021 - Sep 2022

1 year

CRM Consultant/Coach

DIHK DEinternational

Create the requirements catalog and lead the CRM software selection process for the German Chambers of Commerce Abroad (AHK)
Prepare workshops and interviews for chambers in about 90 countries
Analyze the workshops and consolidate the requirements
Write a requirements specification
Compile a list of recommended CRM vendors for the chambers abroad
Recommend ongoing support and operations for CRM systems at the chambers
Advise during the public tender

Oct 2021 - Jan 2022

4 months

Project Manager

German Society for International Cooperation (GIZ)

Create the requirements catalog and lead the selection process for a grant management software
Conduct workshops to analyze grant management processes and requirements
Write user stories
Lead the selection process considering both specialized grant management software and standard CRM solutions
Advise during the public tender

Sep 2021 - Oct 2021

2 months

Project Manager, Business Analyst

OHB SE

Create the requirements catalog and lead the CRM software selection process
Conduct interaction room workshops, interviews, and a survey with stakeholders from all business areas
Write a requirements specification
Recommend internal project marketing and change management measures
Preselect CRM vendors and implementation partners
Run the tender for CRM software
Prepare a detailed vendor comparison (commercial and technical)
Review contracts and advise during vendor negotiations
Provide a selection recommendation

Aug 2021 - Oct 2021

3 months

Project Manager, Business Analyst

embeX GmbH

Creating the requirements catalog and managing the selection process for CRM software
Creating the requirement specification while considering a parallel project for implementing project management software
Shortlisting CRM vendors and implementation partners
Running the tender process for CRM software
Moderating vendor presentations
Preparing a vendor recommendation

May 2021 - Nov 2021

7 months

CRM Project Manager, Business Analyst

IServ GmbH

Gathering requirements and leading the selection process for CRM software
Conducting customer journey workshops and interviews in marketing, sales and service
Creating the requirement specification
Shortlisting CRM vendors and implementation partners
Managing the tender process for CRM software
Preparing a detailed vendor comparison (commercial and functional)
Reviewing contracts and advising during vendor negotiations
Preparing a selection recommendation

Apr 2021 - May 2021

2 months

CRM Expert

European Union (Alumni Program)

Conducting market evaluation of CRM software, including open-source CRM
Creating profiles and comparing various CRM solutions to meet the requirements outlined in the requirement specification

Feb 2021 - Sep 2021

8 months

Project Manager, Business Analyst

juris GmbH

Gathering requirements and leading the selection process for CRM software
Conducting interaction room workshops, customer journey workshops and interviews across address management, marketing, key account management, mass market, GDPR and IT
Creating the requirement specification
Shortlisting CRM vendors and implementation partners
Managing the tender process for CRM software
Preparing a detailed vendor comparison (commercial and functional)
Reviewing contracts and advising during vendor negotiations
Preparing a selection recommendation

Nov 2020 - May 2021

7 months

CRM Consultant

German Society for International Cooperation (GIZ)

CRM expert and sparring partner for project leadership in preparing a feasibility study for implementing a CRM system
Preliminary analysis of goals, opportunities, risks and readiness for change
Scoping including defining key CRM topics and process design
Assessing technical feasibility
Analyzing legal framework conditions
Developing a cost estimate
Reviewing and preparing the final report

Nov 2020 - May 2021

7 months

Project Manager, Business Analyst

Fristam Pumpen KG

Gathering requirements and leading the selection process for a CRM software
Defining CRM goals and strategic direction in the context of CRM implementation
Conducting user journey workshops and interviews
Coordinating with external service providers (ERP vendor)
Creating the requirements specification
Preselecting CRM vendors and implementation partners
Running the tender process for CRM software
Preparing a detailed vendor comparison (commercial and technical)
Reviewing contracts and advising during vendor negotiations
Drafting a selection recommendation

Aug 2020 - Mar 2021

8 months

CRM Consultant

Stuttgarter Straßenbahnen AG

CRM expert and sparring partner for project management to develop a feasibility study for introducing a CRM system
Analyzing the operational CRM and defining a target vision
Creating a target vision for analytical CRM
Checking feasibility with existing systems
Recommending the target system architecture
Recommending process design in compliance with GDPR
Presenting alternative implementation scenarios

Mar 2020 - Jun 2020

4 months

Project Manager, Business Analyst

Märtens Transportbänder GmbH

Gathering requirements and leading the selection process for CRM software
Defining the CRM strategy
Conducting user journey workshops and interviews
Coordinating with external service providers (marketing agency, Navision partner)
Creating the requirements specification
Preselecting CRM vendors and implementation partners
Running the tender process for CRM software
Preparing a detailed vendor comparison (commercial and technical)
Reviewing contracts and advising during vendor negotiations
Drafting a selection recommendation

Jan 2020 - Jan 2021

1 year 1 month

CRM Consultant/Coach

Vetter Pharma-Fertigung GmbH

Co-project leader for the implementation of Microsoft Dynamics 365 CRM on the client side
Stakeholder management
Creating the backlog and user stories
Conducting sprint planning and sprint review
Creating test cases and participating in test execution
Participating in project acceptance
Attending workshops and project alignment meetings
Coaching the project management

Nov 2019 - Feb 2020

4 months

Project Manager

Umwelttechnik Baden-Württemberg

Preparing a tender, including the requirements specification, for a new CRM system
Creating and reviewing the requirements specification with the project team and then finalizing it
Conducting the tender process
Assisting in the creation and coordination of tender documents
Preselecting vendors based on a proposal list
Launching the tender with three to five vendors
Preparing a detailed evaluation of tender responses (technical and commercial)
Moderating vendor presentations
Evaluating and comparing vendors
Compiling the overall evaluation of results and giving a recommendation

Aug 2019 - Dec 2019

5 months

CRM Consultant/Coach

Palfinger AG

Sparring partner for the project manager in the selection process of a CRM software and an implementation partner for Sales, Service and Marketing
Creation of an evaluation procedure for the vendor selection
Assessment of vendors during the beauty contest and the RfP response
Preparation and execution of functional and technical workshops with vendors
Support in decision-making and preparation of the implementation project
Financial and technical comparison of shortlisted vendors
Review of contracts and advisory support during vendor negotiations

Mar 2019 - Sep 2019

7 months

Project Manager, Business Analyst

SMA Railway Technology GmbH

Creation of the requirements specification and execution of vendor selection for a CRM software
Definition of the CRM strategy
Conducting interviews with stakeholders in Marketing, Sales and Service
Creation of process descriptions
Creation of requirements documentation
Creation of the requirements specification
Execution of the vendor selection for a CRM system

Feb 2019 - Dec 2019

11 months

CRM Consultant

Vetter Pharma-Fertigung GmbH

Advising the project team on process optimization, requirement specification and vendor selection for a CRM system for Marketing, Business Development and Key Account Management
Definition of the CRM strategy
Analysis of process descriptions and design of target processes
Conducting customer journey mapping
Creation of requirements documentation
Creation of the requirements specification
Advising during the vendor selection
Financial and technical comparison of shortlisted vendors

Nov 2018 - Nov 2019

1 year 1 month

Project Manager, Business Analyst

Hübner GmbH & Co. KG

Creation of the requirements specification and execution of vendor selection for a CRM software for all business units
Definition of the CRM strategy
Conducting interviews with stakeholders in Sales, Service and After Sales
Creation of process descriptions
Creation of requirements documentation
Creation of the requirements specification, taking into account the specifics of each business unit
Conducting the vendor pre-selection
Moderation of vendor presentations as part of the beauty contest
Preparation of a decision proposal for the purchase of a CRM software

Nov 2018 - Sep 2019

11 months

Project Manager, Business Analyst

Diehl Stiftung & Co. KG

Quality assurance and professional consulting during the implementation of the Cobra CRM software and the Astendo event management software for address management and internal event management
Quality review of the functional specification
Review of interim results in the system
Assessment of errors and change requests
Planning and execution of tests
Participation in acceptance testing

Jun 2018 - Dec 2018

7 months

Sub-Project Manager

Dr. Collin GmbH

Defined the scope and basic requirements for a CRM system, considering integrated processes alongside a parallel ERP project
Conducted interviews with stakeholders in marketing, sales, service and after-sales
Created process descriptions
Prepared requirements documentation
Prepared the requirements specification
Conducted vendor preselection
Moderated vendor presentations during the beauty contest
Created a decision proposal for purchasing CRM software

Jun 2018 - Oct 2018

5 months

CRM Consultant

Diehl Stiftung & Co. KG

Prepared a requirements specification including process descriptions and led the selection process for address management software and internal event management software
Conducted interviews with stakeholders from public relations, the executive office, event management, data protection and IT
Created process descriptions
Prepared requirements documentation
Prepared the requirements specification
Conducted vendor preselection
Moderated vendor presentations during the beauty contest
Created a decision proposal for purchasing CRM software

Apr 2018 - Sep 2018

6 months

CRM Consultant

Volkswagen OTLG

Created test cases and performed tests during the Adito CRM implementation
Aligned test cases with the marketing/sales department
Conducted acceptance tests and coordinated test results with the software vendor
Performed retests
Advised on software acceptance

Feb 2018 - May 2018

4 months

Project Manager, Business Analyst

mdexx GmbH

Process design, requirements gathering, requirements specification preparation and vendor selection for a new CRM software
Defined the CRM strategy
Reviewed the legacy CRM system to be replaced
Analyzed and improved sales and marketing processes, including modeling with BPMN 2.0
Aligned processes across different business divisions
Prepared the requirements specification
Created a recommendation list for vendor preselection
Conducted the selection process for CRM software and implementation partners
Created a decision proposal for management

Jan 2018 - Oct 2019

1 year 10 months

Co-Project Manager

Vallox GmbH

Served as the client-side project manager during the Adito CRM implementation
Trained the co-project manager in project management methodology and BPMN modeling
Managed stakeholders
Reviewed and optimized the requirements specification
Created user stories
Conducted sprint planning and sprint review
Assisted in test execution
Assisted in project acceptance
Participated in workshops and project alignment meetings

Jan 2018 - Jun 2018

6 months

CRM Consultant/Coach

GULP Information Services GmbH

Supported the introduction of Salesforce as standard CRM software using agile methods
Created the backlog and user stories
Developed a concept for data cleansing and quality assurance and oversaw its implementation
Developed a test concept for the implementation project
Coached the Sales Product Owner and the Recruiting Product Owner
Managed tasks and processes for data migration

Nov 2017 - Aug 2018

10 months

Project Manager, Business Analyst

Leopold Kostal GmbH & Co. KG

Defined the scope and basic requirements for a globally deployable CRM system, considering integrated processes between sales and development
Revised the requirements specification
Compiled a recommendation list for pre-selecting vendors
Conducted the selection process for CRM software and implementation partners
Prepared a decision proposal for management
Performed economic and technical comparisons of shortlisted vendors, including ROI calculations

Oct 2017 - Apr 2018

7 months

CRM Consultant/Coach

Maximator GmbH

Ensured quality and coached the project manager during the Salesforce implementation
Reviewed and approved the Statement of Work
Checked interim results from sprints in the agile project
Assisted in verifying change requests during customization
Created user stories and test cases
Helped assess defects and deviations from the requirements specification
Participated in test execution and project acceptance
Attended project coordination meetings

Aug 2017 - Sep 2017

2 months

CRM Consultant

EURONICS Deutschland eG

Analyzed and refined the CRM target vision and strategy
Conducted an analysis of the existing CRM target vision and documented improvement suggestions
Defined the CRM strategy
Researched the market for existing CRM systems for a new implementation and created a shortlist
Compiled a recommendation list for providers of marketing data analytics, marketing automation, loyalty and CRM frontend software, and managed services
Made a recommendation for the best-fitting CRM system

Jul 2017 - Dec 2017

6 months

CRM Consultant

GULP Information Services GmbH

Mapped current processes and developed optimized future processes for introducing a new CRM system
Advised project management, stakeholders, and technical contacts during the design phase
Analyzed and optimized processes for customer acquisition, project acquisition, recruiting, candidate selection, contract management, support, and billing
Modeled processes using BPMN 2.0
Conducted workshops and interviews to gather requirements
Developed a data model
Created a repository to describe the target IT infrastructure

Apr 2017 - Apr 2017

1 month

CRM Consultant

Alexander Bürkle GmbH & Co. KG

Review and expansion of a requirements document for marketing automation software
Quality check of the specification document
Development of specific suggestions to enhance the specification document, especially for marketing automation, system integration, process control, and analytical CRM
Recommendation for next steps

Mar 2017 - Jul 2017

5 months

CRM Consultant

GULP Information Services GmbH

Creation of a process map and description of the basic requirements for a CRM system
Conducting interviews with stakeholders in marketing, sales, and recruiting
Preparation of a process overview in the mentioned areas
Creation of the requirements specification with functional, non-functional, and technical requirements
Preselection of CRM system vendors and implementation partners
Consulting during vendor selection

Nov 2016 - Nov 2017

1 year 1 month

Project Manager, Business Analyst

Maximator GmbH

Gathering and documenting requirements for a CRM system for sales, service, and marketing
Definition of the CRM strategy
Conducting interviews and workshops with stakeholders
Preparation of employee communications for internal project marketing
Creation of the requirements specification and description of the target IT infrastructure
Shortlisting software vendors
Moderation of vendor presentations
Economic and technical comparison of shortlist vendors
Advising on the vendor decision

Oct 2016 - Apr 2017

7 months

Project Manager, Business Analyst

Trendone GmbH

Gathering and documenting requirements for a CRM system for sales, marketing, and human resources
Description of process integration with the Trendone website
Conducting interviews with stakeholders to capture requirements
Creation of storyboards to optimize software-supported sales processes
Creation of the requirements specification and description of the target IT landscape
Shortlisting software vendors
Moderation of vendor presentations
Advising on the vendor decision

Sep 2016 - Oct 2016

2 months

CRM Expert

Volkswagen OTLG

Consulting during procurement negotiations for a standard CRM software
Leading provider discussions during preliminary negotiations
Preparation of technical negotiation minutes
Requesting and evaluating bids for about 600 CRM licenses and services
Economic and technical comparison of shortlist vendors
Advising procurement during bidder discussions, including ROI calculation

Jul 2016 - Sep 2016

3 months

Project Manager, Business Analyst

Stiftung Nantesbuch

Eliciting and documenting requirements for a CRM system for event management, ticket shop integration, and address and contact management
Conducting interviews to gather requirements
Writing requirements as user stories and use cases
Preselecting software vendors
Facilitating vendor presentations
Advising on vendor selection

Jun 2016 - Aug 2016

3 months

CRM Expert

TIWAG-Tiroler Wasserkraft AG

Preparing an expert recommendation for a CRM software
High-level collection of CRM goals, functional requirements, interfaces, and the current and target system landscape
Coordinating the agenda for vendor presentations
Facilitating information sessions with SAP and Cursor vendors
Comparing and evaluating the solutions
Preparing an expert recommendation

Jan 2016 - Dec 2018

3 years

CRM Quality Manager

Volkswagen OTLG

Ensuring quality during the Adito CRM implementation
Reviewing and approving the requirements specification
Testing interim results in the system
Supporting the verification of queries during customization
Assessing test cases and helping evaluate defects and specification deviations
Assisting with test execution and project acceptance
Participating in project coordination meetings and steering committees
Supporting escalation processes and coordinating with the works council

Jan 2016 - Aug 2016

8 months

CRM Consultant

Paessler AG

Conducting a process analysis, requirements gathering, and feasibility study for a CRM system
Collecting requirements from sales, service, and partner management departments
Documenting the processes
Developing a proposal for the target IT infrastructure
Modeling the processes using BPMN 2.0

Oct 2015 - Feb 2016

5 months

Project Manager

Jost Werke

Supporting a software selection process for a unified CRM system in Europe
Defining the CRM strategy
Gathering requirements through one-on-one and group interviews
Refining requirements in campaign management, sales support, lead management, sales cockpit, groupware integration, and document management
Presenting best-practice solutions from similar industries
Creating a consolidated requirements specification and an evaluation matrix
Facilitating vendor presentations
Managing the multi-stage vendor selection process up to the decision recommendation

Aug 2015 - Mar 2016

8 months

Project Manager

Volkswagen OTLG

Review of requirements gathering and management of the selection process for CRM software
Review of goal definition and development of a CRM metric
Review of requirements gathering in the service area
Continued requirements gathering in marketing and sales
Management of the selection process for software and solution partners
Conducting preliminary procurement negotiations
Reviewing contracts and advising during vendor negotiations

Jan 2015 - Mar 2015

3 months

Project Manager

Nürnberg Messe

Drafting a requirements specification to expand the Rubin industry software with CRM components
Analyzing target sales processes, existing specifications, and conducting a gap analysis
Capturing, consolidating, and enriching requirements in campaign management, marketing automation, lead management, telephone prospecting support, 360-degree view, sales cockpit, task management, groupware integration, document management, and workflow management
Creating a consolidated requirements specification and an evaluation matrix
Handing over the requirements specification to the software vendor, aligning on quick wins, and determining the implementation effort

Jul 2014 - Dec 2014

6 months

Overall Project Manager

Nürnberg Messe

Introducing CAS as the CRM system for sales
Replacing CRM components in the existing event management system
Creating interfaces between the event system and the CRM system to support sales and campaign processes
Managing the data migration
Planning, coordinating, and supporting all tasks for CRM implementation
Providing CRM expertise to assess project-relevant topics
Managing communication and acting as the interface between internal and external stakeholders
Coordinating with related projects
Project management with technical and CRM support
Coordinating between sales departments, IT, and involved software vendors (multi-vendor management)

May 2013 - Aug 2013

4 months

Project Manager, Business Analyst

Beiersdorf AG

Preparing the replacement of a Salesforce automation system for the German field sales organization (including the pharmaceutical sector)
Capturing and consolidating business requirements in interviews and workshops
Creating a scoping document
Preselecting systems in a longlist
Creating tools for system evaluation and cost estimation
Outlining the migration path and a preliminary project plan
Creating a concept for change management
Estimating the effort for implementation

Oct 2012 - Feb 2014

1 year 5 months

Expert

Building materials supplier (CRM update implementation)

CRM expert in the context of the CRM update implementation
Analyzing and evaluating the functional specification for the CRM implementation
Gathering additional information from responsible departments
Contributing to the creation of an operational agreement

May 2012 - Sep 2012

5 months

Subproject Lead, CRM Consultant, Business Analyst

Schlütersche Verlagsgesellschaft

Defining requirements for a CRM system for the private customer business
Conducting a cost-benefit analysis to extend the existing CRM system
Gathering and consolidating functional requirements
Aligning business and technical requirements with departments, IT development, and software vendor
Developing a detailed business and technical requirements specification (requirements document)
Effort and budget analysis
Evaluating project results and providing a multi-stage implementation recommendation
Leading the multi-stage selection process, including developing evaluation tools
Supporting contract negotiations

Jan 2011 - Jun 2011

6 months

CRM Process Consultant

Zulieferer-Unternehmen (Maschinenbau)

Analyzing and developing measures to improve efficiency in the sales process of a global supplier company
Analyzing and evaluating sales processes with goals like creating space for proactive sales, improving process and service quality, reducing costs, and increasing revenue
Identifying tasks, interfaces, and process stakeholders
Conducting multi-moment sampling
Categorizing tasks and processes
Analyzing time allocation in sales and identifying bottlenecks
Creating business cases with consideration for global applicability
Documenting requirements for supporting tools

Oct 2010 - Jan 2011

4 months

CRM Process Consultant

Berliner Bank

Developing a sales management concept focusing on segmentation and customer value assessment
Identifying potential customers and those at risk of churn
Improving proposal creation and optimizing sales processes
Defining and evaluating segmentation criteria
Analyzing the data base
Developing a sustainable long-term customer value model
Developing methods to improve data quality and data enrichment
Programming processes for regular segmentation and customer value assessment
Applying data analysis to the CRM data base and performing plausibility checks
Using the data for sales management, controlling, and marketing

Aug 2010 - Dec 2010

5 months

CRM Consultant

Veranstaltungsunternehmen

Conducting a CRM audit
Analyzing the current state of customer management
Identifying strengths and opportunities in relationship management with customers and partners
Evaluating the CRM maturity of business units using portfolio analysis
Developing approaches to integrate divisions and units in relationship management
Highlighting areas for action and quick wins following the Pareto principle
Defining the CRM mission statement
Developing CRM goals including a market and competitor analysis
Defining key metrics
Establishing binding rules for CRM implementation in the company
Describing action areas and creating a roadmap with short- and mid-term goals
Developing recommendations for setting up continuous improvement processes

Jan 2010 - Dec 2012

3 years

Subproject Lead

Landesbank Berlin

Leading the project and migrating a CRM software as part of a data center migration
Analyzing the current situation and identifying project tasks
Developing a new data supply for the CRM application
Preparing and executing the data migration within the CRM database
Developing test cases for quality assurance and conducting tests
Conducting comparative analysis of the old and new data supply
Creating gap analyses and defining requirements for the new data supply
Developing transition rules and database scripts
Revising CRM software customizations
Coordinating activities between the software vendor's development team and the data center
Providing technical support and coordinating a server migration of the CRM application
Technologies used: client-server architecture on Windows workstations, Linux servers with Citrix farm, Veritas cluster, DB2 database

Jan 2010 - Dec 2010

1 year

Project Management, CRM Software Consultant

Landesbank Berlin

Administration of a standard CRM software after restructuring
Customization of the software to a new sales structure
Deployment of the solution with more than 1,600 employees in sales, sales controlling, marketing, service, and event management
Analysis of requirements from the restructuring
Development of concepts for changes in data management, process management, sales controlling, and competencies
Development of concepts including a fallback scenario for the gradual expansion of the customer base managed through the CRM software
Implementation of the concepts including coordination with IT and business units, programming services, performance optimization, and training

Jan 2010 - Sep 2010

9 months

CRM Process Consultant

Service company (financial services provider)

Designing CRM processes with a focus on advisory processes
Introducing process control for after-sales service, new customer acquisition, and retention management
Defining objectives and analyzing the current situation
Setting sales targets considering measurability in existing sales and CRM systems
Developing functional specifications for the mentioned tasks
Supporting the implementation of the processes in the CRM system

Apr 1995 - Dec 2009

14 years 9 months

Project Management, CRM Software Consultant

Building societies, banks, and savings banks

Execution of more than 150 projects for implementing CRM banking software
Introduction of CRM software for up to 1,000 employees and 2,000,000 customers served in retail banking, corporate banking, marketing, call center, and event management
Coordination of collaboration between clients, CRM software vendors, and data center service providers
Gathering detailed requirements for data management, views, process control, rights management, and reporting
Creation of functional specifications
Introduction of marketing processes (process design and technical implementation)
Implementation of requirements through customizing and programming services in sales, marketing, call center, and event management
Introduction of a payment flow analysis including professional analysis, process design, as well as technical and sales implementation
Introduction and technical mapping of advisory concepts
Training and coaching of multipliers
Preparation of status reports to the head of division on the management board
Use of technologies such as HTML-based thin client with WebSphere application and Windows servers, as well as DB2 database

Apr 1995 - Dec 2009

14 years 9 months

Department Head

CRM Banking Software / CRM Consulting Department

Management of the CRM banking software and CRM consulting department with responsibility for 10–12 employees (business consultants, sales and back-office staff)
Revenue responsibility of approximately €2.2 million
Conceptual development and further development of the CRM software including the creation of functional specifications
Collaboration with the development department until market readiness of applications
Business consulting in CRM for banks and savings banks
Oversight of CRM implementation projects
Development of service offerings
Handling inquiries in 2nd-level support
Marketing of software and service offerings
Conducting presentations, training, and workshops
Supporting and developing existing customers
Acquisition of new customers

Skills

Analytical Crm And Campaign Management
Faststats Discoverer, Faststats Modelling And Faststats Peoplestage: Software For Analyzing Marketing Data For Customer Segmentation, Data Mining, Forecasting Model Development, Customer Profiling, And Managing Multichannel Campaigns