CRM and Change Management
Why is there a need for change management when introducing CRM? We often assume that organisations recognise the need for change management based on their own independent research into CRM and want us to show them 'how' as opposed to 'why'. This is a transcript of a web cast where Marijo Puleo (Ph.D., Director - Peppers and Rogers Group) hosted a chat and discussion on 'CRM and Change' (PDF)- it is real people, in real organisations asking real questions on the need for change when implementing CRM. Even if you are well on your way on your CRM journey it makes interesting reading.
Tips/Thoughts
How can you implement CRM without involving your customers?
