SHOES AS sells shoes to retail customers through its 20 retail stores in various cities in Norway. Ever since the company was established in 2015, sales have risen every year. You have previously assisted SHOES AS implementing an ERP solution (Dynamics 365 Business Central) to integrate the departments within the company and with the supply chain systems of its vendors. After the implementation of the ERP, the competition in the retail shoe market has significantly increased in Norway and sales of the company has not met the targets. Therefore, they need to be better at selling and marketing themselves. In addition, they want to get better at customer service. Customers today include age group 16-30 as the main demographic. But sales and customer service departments have unfortunately not been happy with the ERP sales, marketing, and customer care modules and solutions. This has led to a lot of extra work and unhappy customers. Therefore, SHOES AS is considering implementing a CRM solution to become better at selling, serving, and helping customers. You are asked to help SHOES AS to develop a CRM strategy and a plan for the implementation of their CRM solution (MS Dynamics 365 CRM or Salesforce), and especially aid them get started with sales, marketing, and customer service modules. SHOES AS has a vision to further increase the number of its retail stores in coming years, with plans to open retail stores in other Nordic countries. Question 3: SHOES AS wants you to establish a protocol for evaluating the CRM system implementation after it is completed. Which factors will you use to measure and evaluate the success of the CRM project for SHOES AS? Missing information in the case text can be added by the student. For example, the student can add a scenario to the case illustrated above if needed.