Enterprise CRM Implementation & Customer Portal Delivery
CRM Implementation • Digital Transformation • Stakeholder Delivery
Context
A large organisation required the implementation of a new CRM platform alongside an upgrade of its customer-facing portal to improve capability, customer experience, and delivery alignment.
Challenge
Disconnected systems, competing priorities, multiple vendors, and delivery dependencies created risk across customer experience, timeline, and execution visibility.
Approach
Led end-to-end CRM delivery planning, aligned business and IT stakeholders, established delivery governance and reporting cadence, and managed vendor relationships and system integration dependencies throughout.
Outcome
Delivered a fully implemented CRM and upgraded customer portal, improving delivery transparency, stakeholder confidence, customer experience, and platform scalability for future growth.