Situation Analysis-sets out to describe, understand and appraise the company's current customer strategy; "Where are we now?" "Why are we here?", Commence CRM education-make sure all stakeholder's have a clear understanding of what CRM denotes. Develop CRM vision-A high-level statement of how CRM will change your business as it relates to customers, gives shape and direction to CRM strategy, Set priorities, Establish goals and objectives-'goal' to refer to a qualitative outcome, 'objective'- to refer to a measurable outcome. Identify ppl, process and technology requirements, Develop the business case-built around the costs and benefits of the CRM implementation and answers the ? "Why should we invest in this CRM project?" looks at costs and revenues.