March 2003 Newsletter

eZines: January 2003 > March 2003 > May 2003

The third in a five part series on CRM and change management.

Introduction

The aim of this communication is to bring you informative articles, tips and news on how to successfully merge teams and technology and maximise your Customer Relationship Management (CRM) system.

This month: The third in our 5-part series on managing the ongoing change surrounding CRM and a very interesting web cast transcript on CRM and Change Management involving Marijo Puleo, Ph.D., Director, Change Management Practices and Learning and Innovation Group (Peppers and Rogers Group).

The Uncertainty Phase of the Transformational Change Cycle and CRM

In January we outlined what we believe needs to happen during the Initiation Phase of the ‘Transformational Change Cycle’. This month we discuss the second of the four phases - the Uncertainty Phase of the Transformational Change Cycle.

Web cast transcript on 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 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.

Upcoming Events /Programmes

ORIX Australia - Fleet and Financial Services are a SRD Group client who have been asked to present at this year's Customer Contact World Conference to be held in Auckland on 9 - 10 April. Dennis Foale, National Customer Services Manager for ORIX will be presenting a session entitled Driving Customer Satisfaction Through CRM. This is their CRM story as it has happened and evolved at ORIX. It is real and covers both successful and failed aspects that many companies are afraid to admit have happened to them, it is however this recognition of these aspects that has put ORIX on a path to enlightened CRM that is already showing dividends to both company and customers.

Neil Stewart will also be sitting on a panel discussing "Achieving huge growth rates through marketing automation and intelligent campaigns" - he hopes to learn something from this position on the panel!

Neil will also be presenting at the Employers and Manufacturers Association Customer Database Management Conference on the 2nd of May at the Waipuna Conference Centre . His presentation is entitled "Its about People, Process and Technology."

New member of SRD Team - Neil Burn

SRD Group is very pleased to announce that Neil Burn of Longford Business Solutions, formerly the CIO of Fuji Xerox in Australia and therefore client of SRD Group, has joined the team as a contracted consultant. Neil will be based in Sydney and will fulfil both a sales and marketing role as well as a high level consulting role for the company. Neil has a wealth of experience and brings a very important mix of skills to the team. Welcome aboard Neil.



We will be sending out some more information on our Customer Satisfaction/Enrichment Programmes later this month.

Next month we will continue our series on CRM and cultural change focusing on the 'Breakthrough Phase ' of the Transformational Change Cycle.

We postponed our CRM survey due to a hive of activity over the last six weeks but will be implementing it shortly.

Tips/Thoughts

How can you implement CRM without involving your customers?


That's all for this month!

Regards,

The Team at SRD Group.