PROFESSIONAL SERVICES
Proper planning is essential to the success of our partnership with our customers' projects. The Professional Services Team at CRMnow utilizes our Rapid Process Methodology, RPM™, created to ensure not only rapid implementation but also effective resource planning and communication. The end result provides our customers with an implementation plan where together we can achieve the following:

• Facilitate communication between the project team and senior management
  
• Identify possible problems far enough in advance to take cost-effective steps to alleviate or eliminate the problem
  
• Help both CRMnow and the customer schedule resources efficiently and to plan around vacations, holidays, and other scheduling conflicts
  
• Clearly define the efforts of both CRMnow and the customer so that it is clear who is to perform each task and the degree of time and resources each task will require

In addition, our methodology allows us to review and change the Project Roadmap as circumstances require because, as in any project, unforeseen events or circumstances can dictate that we are responsive and quickly change our approach.

HIDDEN KEYS TO SUCCESS - PROJECT MANAGEMENT
Key to your project success and integral to our Professional Services offering is project management. The project manager assigned to your project will work closely with the client's project team to ensure the successful implementation of the project. Responsibilities include:

• Communication for the project
  
• Development of a realistic project plan, schedule and deliverables
  
• Project issues identification and resolution
  
• Managing internal and external risks to the project
  
• Time reporting and budget management
  
• Daily resource monitoring
  
• Preparing for, and participating in, team status meetings and reviews
  
• Assisting in resolving business and information systems strategy issues
  
• Monitoring quality assurance and approving all deliverables
  
• Recommending actions and solutions to address any identified non-conformance issues, potential barriers, or potential voids
  
• Ensuring client issues/concerns are being dealt with immediately

PROJECT KICKOFF/EXECUTIVE BRIEFING
CRMnow hosts a project kickoff meeting within two weeks of signing the agreement. At this meeting, CRMnow's Professional Services Team will gain an in-depth understanding of the scope and overall direction of the program of work as the customer sees it. We normally request that the customer arrange to have key project team members in attendance as well. We require that the Project Lead, a Senior Executive Representative, VP of Sales, VP of Marketing, Senior IT representative, Senior Account Executive and the SalesLogix administrator all be in attendance, as well as any other individuals the customer feels necessary.

At our kick-off meeting, we will:

• Discuss the key business objectives to be attained through the project
  
• Discuss the project scope and phased approach
  
• Discuss and plan change management and communication for the company
  
• Define responsibilities and allocate resources
  
• Define preliminary plans and schedules
  
• Define expectations and results of a successful implementation

With a better understanding of objectives, CRMnow will deliver an initial Project Roadmap outlining milestones and events. We will mutually define lines of communication as well as the working relationship between CRMnow and Your Company's personnel. We'll review the content of our documentation and user training courses and define a training schedule. After our kickoff meeting, CRMnow will be better equipped to schedule and initiate tasks for discovery and analysis, data conversion, system installation, testing, and integration. The Project Roadmap will initiate a meeting between CRMnow and Your Company to confirm the implementation schedule.

DISCOVERY & ANALYSIS
During this phase of the project plan, CRMnow will identify both the current processes as well as the future needs of each of Your Company's user groups. Defining your Functional Requirements involves a series of interviews between CRMnow consultants and your company's departmental managers, users, and supervisors. Through these interviews, we aim to define and explain the following:

• The general workflow of the sales, support and marketing departments
  
• Current processing bottlenecks
  
• Detailed understanding of your most critical needs
  
• Application parameters and views
  
• Legacy data sources
  
• User security requirements
  
• Customization of SalesLogix
  
• Requirements falling outside of the SalesLogix software, such as changes in procedures or business processes
  
• Basic reports that are needed
  
• External Systems Integration
  
• Communication Protocols
  
• Gap analysis for both data and systems

Additionally, CRMnow will gather critical system data from each department that will aid the technical designers in the following phase of Design and Blueprinting. We do not attempt to define your requirements in extensive detail since we find that your users' first inclination is to duplicate what they know and use today. Instead, we'll identify your basic functional needs and identify the most critical changes that you will need to make before starting user training and implementing the software At the end of this series of interviews, we will provide you with a Functional Requirements document that confirms the scope of work, phasing and a revised Project Roadmap.

DESIGN AND BLUEPRINTING
This phase begins once we have completed the Discovery & Analysis phase and the client has approved the functional requirements. The CRMnow technical designer and system programmer will use these requirements for the prototype of data modeling, custom scripting and screen design. It is critical to the rapid deployment of the project for ABC's user teams to be available for design reviews throughout this phase. Once Design and Blueprinting is complete, product customizations can begin.

Typical activities that take place during this phase include:

• Construction of prototype data model
  
• Construction of prototype application views
  
• Construction of prototype VBA code
  
• Unit testing on modules
  
• Internal system testing
  
• Delivery of prototype application

PRODUCT CUSTOMIZATION
CRMnow can make custom enhancements to your SalesLogix system. Enhancements are typically made for sales methodologies and processes, notifications, customer support department needs and back office integrations. Your requested customizations will be gathered during the Discovery and Analysis phase and documented in the Functional Requirements. All custom feature enhancements will be presented in writing and agreed upon by both CRMnow and Your company before the design phase is started.

In some instances, a new capability or enhancement you request after discovery or design will affect the project cost and schedule. In these cases, we will provide an estimate for each change, as well as a projected timeframe for development and testing. Once we receive approval for the customization, we will review the original timeframe and give you a revised project schedule that includes the new task before moving forward.

We believe that the best way to implement a system is to work closely with Your company's users as customizations are made. Once the design phase begins, our consultant will make the change and present it as soon as possible to your user(s) for review. Often, changes your users request can be accomplished within just a few minutes. Through the flexibility of the SalesLogix Architect, we are able to deliver a system that works correctly before training starts.

For each implementation phase in which we perform customizations, we test using simulated data in the proper file structure and converted data form. Once we establish basic product performance and integrity, individual customizations are installed, tested with simulated data, and linked to and tested with copies of your actual database. Only when overall integrity has been established is the system brought up for parallel testing in your operating environment.

EQUIPMENT AND PRODUCT INSTALLATION
To ensure that software installation and training go smoothly, it is crucial that the necessary equipment be installed well in advance. Before we install the product, the site will need to be prepared properly: Each workstation should have the proper cabling, power outlets, keyboard space, surge suppressor, and other requirements and in some instances the training room must also be set up.

In general, site preparation and equipment installation will involve the following steps:

• Equipment configuration review
  
• Equipment ordering
  
• Equipment delivery and checkout
  
• Computer room cabling and power supplies
  
• Terminal cabling and modem installation
  
• Installation of the Microsoft Windows NT operating system and network
  
• Installation of the database engine
  
• System testing
  
• Training room preparation

CRMnow does not resell or implement computer hardware or Microsoft BackOffice products. However, we can recommend some third parties that are familiar with our requirements and can assist you.

The next important step in our partnership is installation and testing the software on your hardware platform to ensure that basic product performance is satisfactory. We will also test the software's compatibility with Your company's hardware and operating system environment.

Prior to installing the software, we will assist in the set up and testing of the following system environments:

• Microsoft Windows NT Server or Windows 2000 Server (installed and configured)
  
• Workgroup and remote clients connected to the Workgroup and/or Synchronization Server via a local area network or dial-up network such as Microsoft Remote Access Service (RAS)
  
• Windows NT or 2000 file permissions
  
• Microsoft SQL Server or Oracle (installed and configured)

The SalesLogix product installation may include the following services:

• Installing and configuring the SalesLogix Workgroup Server
  
• Installing any necessary remote offices
  
• Installing and configuring the SalesLogix Synchronization/Agent Server
  
• Installing and configuring the SalesLogix Workgroup Clients
  
• Installing and configuring the SalesLogix Remote Clients
  
• Installing and configuring the Web Server

DATA MIGRATION
Your company probably has several years of information about your current and prospective customers-and some or all of this information you may wish to convert to your new system. We generally recommend converting this essential information if it is available in electronic form. CRMnow specializes in data migration and utilizes several methods to aid our customers in this process.
Legacy data migration can include:

• Import mapping
  
• Developing import scripts (if needed)
  
• Developing data cleansing/reformatting scripts (if needed)
  
• Perform data conversion
  
• Verify data converted properly
  
• Perform territory re-alignments
  
• Backup data preparation

BETA TESTING AND PILOT GROUP
Testing is an important step in the success of any mission critical system project. CRMnow will test in both the development and live environments. We believe it is imperative to conduct testing not only by our designers but also by your user teams. Following successful internal testing, a pilot group of selected users will test for user interfaces and system functionality. Included in this phase are a series of training, review and feedback activities.

TRAINING AND GO-LIVE
Learning how to effectively use your new CRMnow system is an integral part of ensuring a successful implementation. We provide high-quality training programs that give each member of team the individual attention they need.

CRMnow requires that all personnel attending training be familiar with Microsoft Windows 95/98 or Windows NT. Administrators should have a good understanding of networking and relational database management systems (RDBMS).

Our training recognizes that adults expect their workplace education to be practical and immediately relevant. That's how we design our courses. Your people will leave our session with techniques they can begin using immediately.

Roll Out and Go Live!
Rollout begins only after your SalesLogix system has been thoroughly tested and your company's users are comfortable with the system. In fact, we encourage users to "play" with the training database at their workstations or laptops for a few days before using SalesLogix in a production environment.

Rollouts are usually performed in stages, with some sales teams using the product before others. In this way, we have the opportunity to focus our support and to correct any problems that arise before your entire sales team is affected.