Identify stakeholders- stakeholders include any party that will be impacted by the change (ex. senior mgmt, users of any new system, mktg staff, salesppl, customer service agents, channel partners, customers and IT specialists), Establish governance structures-need to be put in place to ensure that project roles and responsibilities are properly defined and allocated, Identify change mgmt needs, identify project mgmt needs, Identify critical success factors-CSFs are attributes and variables that can significantly impact business outcomes. Develop risk mgmt plan