ExpertPMP · Question 35 · Task 2: Evaluate and deliver project benefits and value
A project manager is leading an initiative to implement a new customer relationship management (CRM) system. Six months after go-live, the project manager needs to evaluate whether the project is delivering the expected business benefits. Initial metrics show that customer response time has improved by 15%, but sales conversion rates have only improved by 2% against a target of 10%. What should the project manager do FIRST?
A project manager is leading an initiative to implement a new customer relationship management (CRM) system. Six months after go-live, the project manager needs to evaluate whether the project is delivering the expected business benefits. Initial metrics show that customer response time has improved by 15%, but sales conversion rates have only improved by 2% against a target of 10%. What should the project manager do FIRST?
Answer options:
Report the current metrics to stakeholders and recommend additional system enhancements
Extend the measurement period since benefits realization often takes longer than expected
Investigate the factors contributing to the gap between expected and actual sales conversion improvements
Adjust the benefit targets to reflect the actual system performance capabilities
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