PMP · Question 70 · Task 2: Evaluate and deliver project benefits and value
A project manager is evaluating the benefits realization of a customer relationship management (CRM) system implementation six months after go-live. The system has achieved technical performance targets, but business benefits are mixed: customer response time improved by 20% (target: 15%), but sales conversion rates improved by only 3% (target: 12%). What should the project manager do FIRST?
Answer options:
Report the mixed results to stakeholders and recommend system enhancements to improve sales conversion
Investigate the factors contributing to the gap between expected and actual sales conversion improvements
Adjust the sales conversion target to reflect the system's actual performance capabilities
Extend the benefits measurement period since full realization often takes longer than expected
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