CRM Change Management

The journey to become Customer Centric requires organisational change. CRM Change Management helps an organisation work through the people side of change. CRM Change management focuses on your staff as a customer so you can be customer centric to their needs.

Many companies, from the Fortune 500 to SMBs, have seen their CRM investments under-deliver due to the lack of an effective adoption strategy.  AMR Research reports that 65 cents of every dollar spent on customer management initiatives are wasted due to a lack of adoption, lack of business process change and limited focus on getting data back out of systems.

SRD Group has a number of core CRM consulting and training services that help organisations become Customer Centric.  We have high profile clients using our CRM Consulting services in Auckland NZ, Sydney Australia and Asia (see CRM case studies). Our CRM consultants help you get the most out of your CRM application by helping develop your CRM strategy and manage the required cultural change to develop and achieve your Customer Centric goals. We assist you in focusing on the People, Process, Culture, Customer and Strategy side of the equation.

CRM Change Management | CRM Journey Consulting |  CRM Conceptual Communication | CRM  Best Practice Development | CRM Best Practice Training | CRM Best Practice Measurement | CRM Mentoring | CRM People Performance Management

CRM Change Management

Introducing new CRM technology or wanting to get more out of existing CRM technology requires a firm realization and commitment to change.  SRD Group has developed a successful and globally recognised methodology for CRM change management.  This is summarized in the Transformational Change Cycle for CRM graphic below.  We use a combination of all of the services described (click on the associated link) in most of our engagements. Further reading on the need for CRM strategy and change can be found under CRM Reading Material.