For establishing the scope of the project, we need to think through the statement of the business problem being addressed and the goals that the CRM project is setting out to achieve.
Problem statements for a business could be along the lines of:
Business Goals of implementations may be along the lines of:
These two aspects guide you to define and manage the scope of your CRM implementation. A focus on Problem Statements and Business goals guide the requirements gathering exercise and serves as a good guideline for deciding on and prioritizing and resolving conflicts around desired features and requirements – thus the scope of the project.