Change Management 2004

Change Management The Cornerstone for Effective CRM Deployment

When you say C hange, they say: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

‘ Service-change’ and CRM projects are all about culture, ownership, control and resistance, direction, management, vision, communications, structure, process and people… people… people. Resource: A Practical Guide to CRM Background, Business Case & Case Studies Our Ref e2e/reviews/BR131101 Prepared by Richard Parkinson Barclay Rae e2e Customer Services Ltd

1. Why change management is crucial to the success of your CRM project. 2. How to successfully use change management while focusing on the behaviors and attitudes to create champions of change. 3. Identification of the key components of change management 4. Components of an effective change plan: time lines, resources required, communication processes, documentation, and acceptance criteria.

Before Embarking on Change ,[object Object],[object Object],[object Object],[object Object],[object Object],“ Change management is crucial to the success of any change effort.”

Key Components for Success ,[object Object],[object Object],[object Object],[object Object],[object Object],“ Don’t build it in a box alone”

Project Team ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ Not in handout”

Business Dimension of Change ,[object Object],[object Object],[object Object],[object Object],[object Object]

Business Dimension of Change ,[object Object],[object Object],[object Object],[object Object]

People Dimension of Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Research shows that problems with this dimension of change is the most commonly cited reason for project failures. In a study with 248 companies, effective change management with employees was listed as one of the top-three overall success factors for the project. Helping managers be effective sponsors of change was considered the most critical success factor overall. “ ADKAR”

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Process Dimension of Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Offer Collaboration Space Email distribution lists Weekly status reports Weekly team meetings Teleconferencing

Process Dimension of Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Technology Dimension of Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Technology Dimension of Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Change Management Model- Technology Recognize or identify change Initiate request Identify risk, cost, benefits Prioritize requests Schedule Design prototype Review Gain approval “ Include Help Desk and Call Center!” Identify detailed reqs. Document policies for support function Gather knowledge Identify training needs Schedule and perform training Populate knowledge base Testing Pilot Production release Post Implementation Review Kick Off Celebration! Go Live!

Create Champions of Change ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Communication – Involve Others ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Utilize Advanced Project Management Methods ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Foundation for Success ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Keep it simple Small phases

“ If you're not riding the wave of change... you'll find yourself beneath it."

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Industry Newsletters Help Desk Northwest Just email memberships@hdnw.org Northwest Call Center Professionals Just email nwccp@hthts.com

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www.crm-toolkit.com/ www.crm-toolkit.com/SamplePlans.html www.projectconnections.com/knowhow/template_list/newformat/samples/CommunicationsPlan.doc www.iodinc.com/tools.php3 www.pfdf.org/leaderbooks/l2l/spring2000/bridges.html www.ncrel.org/sdrs/areas/issues/educatrs/leadrshp/le5spark.htm www.crmproject.com/document.asp?d_id=2198 www.projectconnections.com www.crm-toolkit.com “ Not in handout”

Change Management 2004

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