PMP · Question 33 · Task 2: Evaluate and deliver project benefits and value
A project manager has completed a customer relationship management (CRM) system implementation. The system is functioning as designed and meets all technical requirements. However, six months after go-live, user adoption is lower than expected, and the anticipated business benefits of improved customer retention and sales efficiency have not materialized. What should the project manager do FIRST?
Answer options:
Provide additional user training to increase system adoption rates
Enhance the system features to make it more user-friendly and valuable
Conduct a benefits realization assessment to identify barriers to value achievement and user adoption
Extend the benefits measurement period since organizational change takes time
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