Viewing CRM as Change Management: A Best Practices Guide
To better compete in an era of connected customers, the CRM initiatives companies use also need to evolve. In the past, CRM was typically deployed in functional silos focused on equipping sales, marketing and customer service individually. However, with today's connected customers, organizations need to break out of the silo mentality and think of the customer experience as one that is consistent across all departments.
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- Identify an "A-Team" for effective CRM change management within your organization
- Map the customer lifecycle to optimize your CRM initiatives
- Align with IT to make a business case for your CRM deployment
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