Managing change

When embarking on a CRM programme consider the following:

  • Are the business needs driving the change or is the technology driving the change?
  • Have the people, process and cultural dimensions been accounted for?
  • Is there a change management plan in place to drive the implementation?

The change management plan should include dealing with resistance to change, executive support, messaging to end users and other interested parties, and defining metrics to measure adoption and success.