CRM Project Manager

Development of a feasibility study in several phases for the future replacement of the existing Aurea CRM with a new CRM system at Uzin Utz SE (Phase 1).

• Analysis of the strategic direction and CRM target vision
• Review of the current status of the CRM in use (Aurea)
• Evaluation of Aurea CRM vendor strategy and market comparison of Aurea CRM maturity vs. alternatives
• Presentation of migration scenarios to a new CRM system

Consulting during requirements gathering and contract negotiations.

• Review of the existing requirements catalog
• Workshop for needs clarification and definition
• Assessment of CRM systems market overview based on SWP needs
• Recommendation of an implementation strategy tailored to SWP
• Support during discussions with selected vendors

Leading the project on the client side to implement a CRM/donation/accounting system.

• Advising during negotiations of contracts and terms for software and implementation services
• Setting up the project team and the overall project setup
• Developing and using planning and control tools
• Coordinating and collaborating with external implementation and software partners
• Monitoring project progress
• Managing stakeholders
• Ensuring resource availability on the client side
• Controlling the project budget and reporting
• Providing technical advice to the product owners
• Holding regular meetings with the steering committee
• Responsible for approvals and sign-offs
• Participating in workshops and meetings in the agile implementation project
• Ensuring compliance with budget requirements

Leading the project on the client side to implement the Salesforce CRM software.

• Setting up the project team and the overall project setup
• Developing and using planning and control tools
• Coordinating and collaborating with external implementation and software partners
• Monitoring project progress
• Managing stakeholders
• Ensuring resource availability on the client side
• Controlling the project budget and reporting
• Providing technical advice to the product owners in sales, marketing, and IT
• Holding regular meetings with the steering committee
• Responsible for approvals and sign-offs
• Participating in workshops and meetings in the agile implementation project
• Ensuring compliance with budget requirements

Creating the CRM requirements catalog and leading the selection process for a CRM software.

• Conducting workshops, interviews, and a questionnaire campaign with stakeholders from all business areas of Klingspor AG
• Creating the requirements specification
• Pre-selecting CRM vendors and implementation partners
• Running the tender for CRM software
• Preparing a detailed vendor comparison (commercial and technical)
• Reviewing contracts and advising during vendor negotiations
• Preparing a selection recommendation

Selection of a unified tool for project and portfolio management in real estate management.

• Consulting on setting the CRM strategy
• As-is analysis of the IT system landscape for the department "Architecture Construction"
• Creation of a requirements specification based on the as-is analysis as the basis for the tender
• Preparation of tender documents for the project and portfolio management tool in real estate management
• Coordination, structuring, and review of the complete tender documents, including incorporating all required information
• Responsible for sending out the tender documents
• Identification of potential suppliers and cost-saving opportunities based on their specifications
• Preparation of the bid evaluation
• Organization of negotiation rounds by sending meeting invitations to bidders and coordinating all departments/negotiators
• Preparation of a price comparison and evaluation matrix
• Creation of recommendations to support decision-making

Consulting 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
• Introduction to the basics and concepts of CRM
• Preparation of market analyses and overviews
• Providing best practices on methodologies and project structures

Analysis of the initial situation and objectives, creation of a requirements catalog and management of the CRM software selection process.

• Conducted an analysis phase covering target vision, benchmarking, best practices and scoping
• Led the design phase with tasks including customer journey design, process design, technology design and creating the requirements specification
• Advised during the selection phase: created a shortlist of vendors, ran the tender, moderated vendor presentations and prepared a technical and commercial vendor comparison
• Conducted a proof of concept

Created the requirements catalog and led the CRM software selection process for the foreign chambers of commerce (AHKs).

• Prepared workshops and interviews for chambers of commerce in about 90 countries
• Analyzed workshops
• Consolidated requirements
• Created a requirements specification
• Created a recommendation list of CRM vendors for use by the chambers
• Advised on ongoing support and operation of CRM systems in the chambers
• Consulted during the public tender

Created the requirements catalog and managed the CRM software selection process.

• Ran interaction room workshops, interviews and a questionnaire survey with stakeholders from all areas of OHB
• Created the requirements specification
• Made recommendations for internal project marketing
• Made recommendations for change management measures
• Preselected CRM vendors and implementation partners
• Conducted the CRM software tender
• Prepared a detailed vendor comparison (commercial and technical)
• Reviewed contracts and advised during vendor negotiations
• Developed a selection recommendation

Gathered requirements and led the selection process of a CRM software.

• Facilitated customer journey workshops and interviews in marketing, sales, and service
• Created the requirements specification
• Pre-selected CRM vendors and implementation partners
• Conducted the tender for CRM software
• Created a detailed vendor comparison (commercial and technical)
• Reviewed contracts and provided guidance during vendor negotiations
• Prepared a selection recommendation

Gathered requirements and led the selection process of a CRM software.

• Conducted interaction room workshops, customer journey workshops, and interviews in the areas of address management, marketing, key account management, mass market, GDPR, and IT
• Created the requirements specification
• Pre-selected CRM vendors and implementation partners
• Conducted the tender for CRM software
• Created a detailed vendor comparison (commercial and technical)
• Reviewed contracts and provided guidance during vendor negotiations
• Prepared a selection recommendation

Gathering requirements and leading the selection process for a CRM software.

• Defining CRM goals and strategic direction in the context of introducing a CRM system
• Conducting user journey workshops and interviews
• Coordinating with external service providers (ERP vendor)
• Creating the requirements specification
• Pre-selecting CRM vendors and implementation partners
• Conducting the tender for CRM software
• Preparing a detailed vendor comparison (commercial and technical)
• Reviewing contracts and advising during vendor negotiations
• Preparing a recommendation for selection

Gathering requirements and leading the selection process for a 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
• Pre-selecting CRM vendors and implementation partners
• Conducting the tender for CRM software
• Preparing a detailed vendor comparison (commercial and technical)
• Reviewing contracts and advising during vendor negotiations
• Preparing a recommendation for selection

Creating a tender including a requirements specification for a CRM system to be implemented.

• Creating a requirements specification
• Reviewing the specification with the project team and finalizing it
• Conducting the tender
• Assisting in preparing and aligning the tender documents
• Vendor pre-selection: evaluating potential CRM software vendors based on a proposal list
• Launching a tender with three to five vendors
• Preparing a detailed analysis of the tender responses (technical and commercial)
• Moderating vendor presentations
• Evaluating and comparing the vendors
• Creating a comprehensive summary of the results from vendor presentations and tender responses
• Explaining the results and giving a recommendation

Created the requirements specification and conducted vendor selection for a CRM software.

• Defined the CRM strategy
• Conducted interviews with stakeholders in marketing, sales, and service
• Created process descriptions
• Drafted requirements documentation
• Prepared the requirements specification
• Conducted the vendor selection for a CRM system

Created the requirements specification and led the vendor selection for a CRM software across all business units.

• Defined the CRM strategy
• Conducted interviews with stakeholders in sales, service, and after sales
• Created process descriptions
• Drafted requirements documentation
• Prepared the requirements specification
• Took into account specifics of each business unit
• Carried out the initial vendor screening
• Moderated vendor presentations during the beauty contest
• Prepared a decision template for purchasing a CRM software

Developing the scope and basic requirements for a CRM system, taking into account integrated process flows with the parallel ERP project.

• Conducting interviews with stakeholders in Marketing, Sales, Service, and After Sales
• Creating process documentation
• Creating requirements documentation
• Creating the requirements specification
• Conducting vendor preselection
• Moderating vendor presentations during the beauty contest
• Preparing a decision proposal for purchasing CRM software

Creating test cases and conducting tests during the implementation phase of a CRM software.

• Creating test cases and coordinating them with the Marketing/Sales department
• Conducting acceptance tests and aligning test results with the software vendor
• Conducting retests
• Advising on software acceptance

Project lead on the client side during the implementation of Adito CRM.

• Training the co-project manager in project management methodology and BPMN modeling
• Stakeholder management
• Reviewing and optimizing the requirements specification
• Creating user stories
• Sprint planning and sprint review
• Participating in test execution
• Participating in project acceptance
• Attending workshops and project coordination meetings

Developed the scope and basic requirements for a CRM system for worldwide use, considering integrated process flows between sales and development.

• Revision of the requirements specification
• Preparation of a recommendation list for pre-selecting CRM software vendors
• Responsible execution of the selection process for a CRM software and an implementation partner
• Preparation of a decision proposal for management
• Financial and technical comparison of the shortlisted vendors, including ROI calculation

Analysis and enhancement of the CRM target picture and CRM strategy, recommendations for the target architecture to support marketing automation processes, and recommendations for a shortlist of standard software vendors and service providers. Prepared an analysis of the client's existing target picture as a basis for the market analysis for the introduction of a CRM or marketing automation system in the "CRM System Selection" project.

• Analysis of the existing CRM target picture in the company and documentation of optimization suggestions
• Definition of the CRM strategy
• Analysis of the CRM systems available on the market for the new implementation and creation of a shortlist
• Creation of a recommendation list for vendors of standard solutions for marketing data analytics, marketing automation software, loyalty programs, CRM front-end software, and marketing service providers (managed services)
• Derivation of a recommendation for the most suitable CRM system based on the preceding analyses

Review and extension of a requirements document for marketing automation software. Analysis, critical review and addition to an already prepared requirements document.

• Quality check of the specification
• Development of concrete suggestions to extend the specification, especially in marketing automation, system integration, process control, and analytical CRM
• Recommendation for further steps

Gathering and describing requirements for a CRM system for sales, service and marketing, and advising on software selection.

• Defining the CRM strategy
• Conducting interviews and workshops with stakeholders to capture requirements
• Creating staff information as part of internal project marketing
• Drafting the requirements specification and describing the target IT infrastructure
• Pre-selection of software vendors
• Moderating vendor presentations
• Economic and technical comparison of shortlisted vendors
• Advising on the vendor decision

Conducting preliminary negotiations and advising during bid discussions in a tender with four shortlisted vendors and implementation partners for CRM software.

• Leading provider discussions during preliminary negotiations
• Preparing technical negotiation minutes
• Collecting and evaluating offers for about 600 CRM licenses and services
• Economic and technical comparison of the shortlisted vendors
• Advising procurement during bid negotiations, ROI calculation

Moderating information sessions with SAP and Cursor for their CRM industry solutions for energy providers, followed by creating a solution comparison and an expert recommendation.

• High-level capture of CRM goals, functional requirements, interfaces, and the current and target system landscape
• Aligning the agenda for vendor presentations
• Moderating information sessions with two CRM vendors specialized in utility companies
• Comparing and evaluating the two solutions
• Creating an expert recommendation

Conducting a process analysis, requirements gathering, and feasibility study for a CRM system. The task was to transfer functions for sales, service, and partner management from a custom-built webshop into a new CRM system. This should give partner development, inside sales, and marketing a unified customer view. Processes that were integrated in the webshop, including lead generation, onboarding, ongoing partner support, and end-customer support, were ported into a robust CRM system.

• Gathering requirements from the business units
• Documenting the processes
• Developing a proposal for the target IT infrastructure
• Modeling the processes according to BPMN 2.0

Review of requirements gathering and management of the selection process for CRM software. Support of the selection process for CRM software. Goals include standardizing customer contact processes in dealerships, faster availability of information through a 360-degree customer view, easier collaboration through department networking, and ensuring a competent customer experience. In addition, new processes were defined for campaign management, sales, outbound calling, and field service.

• Review of goal definition and development of CRM metrics
• Review of requirements gathering in the service area
• Continuation of requirements gathering in marketing and sales
• Management of the software and solution partner selection process
• Conducting pre-negotiations with vendors
• Reviewing contracts and advising during vendor negotiations

Implementation of CAS as a CRM system in sales.

• Introducing a new CRM system for in-house and partner events
• Replacing CRM components within the existing event organization system
• Creating interfaces between the event system and the CRM system to support sales and campaign processes
• Managing data migration
• Planning, coordinating, and supporting all tasks for CRM system implementation
• Providing CRM expertise to advise on all project-related topics
• Managing communication and interfaces between all internal and external stakeholders
• Coordinating with related projects
• Confident, assertive presence, acting as a balancing factor to support consensus-building and mediation among all project participants
• Extensive experience handling complex issues, especially regarding interface topics
• Project management with general technical and CRM professional support during implementation
• Coordinating between sales departments, IT, and involved software vendors (multi-vendor management)

Advising on impacts to employees related to the introduction of a CRM update.

• Analyzing and evaluating the specifications for CRM software implementation
• Gathering additional information from responsible internal and external experts
• Contributing to the development of a company agreement

Analysis and development of measures to improve efficiency in the sales process.

• Analysis and evaluation of sales processes with the aim of creating space for proactive sales, improving process and service quality, reducing costs, and increasing revenue
• Identification of tasks, interfaces, and process participants
• Conducting work sampling studies (multimoment studies)
• Categorization of tasks and processes
• Analysis of time usage in sales and identification of bottlenecks
• Preparation of business cases considering global applicability within the company
• Specification of requirements for supporting tools

Execution of a CRM audit.

• Analysis of the current state of customer management
• Identification of strengths and potential in relationship management with customers and partners
• Detailed assessment of the CRM status of individual business units using portfolio analysis
• Development of approaches to link divisions/areas in relationship management, identification of fields of action
• Recommendations for implementing quick wins (Pareto principle)
• Definition of the CRM mission statement
• Development of CRM goals based on the CRM audit, including environmental and competitor analysis
• Definition of key metrics
• Development of binding rules for the implementation and "use" of CRM in the company
• Description of action fields and creation of the roadmap. Agreement on short- and medium-term goals and measures with management and affected areas
• Development of recommendations for establishing continuous improvement processes (sustainability)

Administration of CRM standard software. Customizing the software to the new sales structure. Deployed for over 1,600 employees in sales, sales controlling, marketing, service and event management (database approximately 2.1 million customers).

• Analysis of requirements from the restructuring
• Development of concepts for changes to the software in data management, process management, sales controlling, and competencies
• Development of concepts including a fallback scenario for the gradual expansion of customers managed by the CRM software and database to approximately 2.1 million
• Implementation including coordination with the IT department and business units, providing programming services, performance optimization, and conducting training

In this position, I was responsible for managing a team of 10-12 employees, consisting of business consultants, salespeople, and back office staff, with revenue responsibility of approximately EUR 2.2 million. The department handled the following tasks, for whose proper fulfillment I was responsible:

• Conceptual development and further development of CRM software, including creating functional specifications
• Collaboration with the development department until applications reached market maturity
• Business consulting in CRM for banks and savings banks
• Management of CRM implementation projects
• Development of service offerings
• Handling inquiries (2nd-level support)
• Marketing our software and service offerings
• Conducting presentations, training sessions, and workshops
• Management and development of existing customers
• Acquisition of new customers

Several projects (more than 150) for the implementation of CRM banking software (example):

• Implementation of CRM software for up to 1,000 employees and 2,000,000 customers served in private customers, corporate customers, marketing, call center, and event management at building societies, banks, and savings banks
• Coordinating collaboration between the client, the CRM software vendor, and the customers' data center service providers
• Gathering detailed requirements for data management, displays, process control in the mentioned areas, access rights management, and reporting
• Creating functional specifications
• Introducing marketing (process design & technical implementation)
• Implementing the requirements by performing customizing and programming services in sales, marketing, call center, and event management
• Introducing a payment flow analysis (functional analysis, process design, technical and commercial implementation)
• Introduction and technical mapping of consulting concepts
• Training and coaching of multipliers
• Preparing status reports for the division head in the executive board
• Technologies used: HTML-based thin client with WebSphere application and Windows servers // DB2 database