Project Charter — CRM Implementation Project

Project name: Unify CRM Rollout Sponsor: Priya Nair, Commercial Director Project manager / lead: Tom Alderman, Operations Lead Date: 18 February 2026 Charter version: 1.0

---

1. Purpose and business case

Northwind Supplies tracks customers, quotes, and orders across three disconnected spreadsheets and an ageing contacts database. Information is duplicated, often out of date, and invisible between the sales and support teams, which costs roughly two days a week in rekeying and causes quotes to be lost. Implementing a single CRM will give both teams one live view of every customer, cut administrative rework, and shorten quote turnaround. If we do nothing, the manual workload grows with the customer base and the risk of losing deals to slow responses increases.

2. Objectives and success criteria

Objective	How success is measured
One source of truth for customer data	All active customers migrated; spreadsheets retired
Faster quotes	Average quote turnaround reduced from 5 working days to 1
Shared visibility across sales and support	Both teams working from the CRM daily within one month of go-live

3. Scope

In scope

• Selecting and configuring a CRM for the sales and support teams (around 18 users)
• Migrating active customer, contact, and open-quote data
• Training both teams and providing a 30-day post-launch support window

Out of scope

• Integrating with the finance and accounting system (a possible later phase)
• Migrating closed records older than three years
• Marketing automation and email campaign features

4. Key stakeholders and roles

Role	Name	Responsibility
Sponsor	Priya Nair	Owns the outcome, holds the budget, resolves cross-team conflicts
Project manager / lead	Tom Alderman	Runs the rollout day to day under delegated authority
Sales representative	Hannah Vos	Confirms sales requirements and tests workflows
Support representative	Marcus Bell	Confirms support requirements and tests workflows
IT contractor	Devlin Systems	Configuration and data migration

5. High-level milestones

Milestone	Target date
Charter approved, kickoff	25 February 2026
CRM selected and configured	27 March 2026
Data migrated and validated	17 April 2026
Go-live with both teams	1 May 2026
Project close and review	5 June 2026

6. Budget summary

The estimate covers the first-year subscription, the contractor's configuration and migration work, and internal training time. A detailed budget will be maintained in the project plan.

Item	Estimated cost
CRM subscription (18 users, year 1)	14,400
Configuration and migration (contractor)	11,000
Training and internal time	4,500
Total (estimate)	29,900

Delegated spending authority: Tom may approve unplanned spend up to 1,000 without returning to Priya.

7. Key risks and assumptions

Risks

Risk	Likely impact	How we will respond
Customer data is messier than expected	Migration slips; bad data carried over	De-duplicate and validate before import; reconcile counts
Teams resist leaving familiar spreadsheets	Low adoption, two parallel systems	Involve both teams early; freeze spreadsheets after a clean cutover
Key staff unavailable during go-live	Delayed launch	Confirm availability up front; pilot with a small group first

Assumptions

• The sales and support teams can each release a representative for requirements and testing
• No integration with the finance system is required for this phase
• The selected CRM can be hosted and accessed within existing IT policy

8. Sponsor authority and sign-off

By signing, the sponsor authorises the Unify CRM Rollout to begin, delegates day-to-day authority to Tom Alderman, and approves the scope and budget above.

Sponsor: ______________________ Date: ____________

Project manager: ______________________ Date: ____________