The Need For Change Management On CRM/Customer Engagement Journeys
Whether it's a new or upgraded CRM system, a drive to get more out of existing technology or even a change in the philosophy of CRM for the company - it all requires some form of change management. For example let's examine company culture: Culture is defined as "The ideas, customs and art of a particular society". For an organisation it could therefore be "The ideas, customs and ways of doing things in the organisation". When CRM or a change in CRM is introduced it means - "There will be new ideas, new customs and new ways of doing things". There may be a culture shock; there will be a change; - no matter how big or how small your organisation is.