Implementing a new CRM, or other business system – even one with similar functionality to one it is replacing – is fraught with dangers. Experience suggests that without pro-actively managing change, a significant number of CRM system projects fail to deliver the expected benefits and in a significant number of cases, are abandoned within only a few months of going live. Managing change is not the same as just implementing the new system, training staff how to use it, telling staff all about it and then expecting change to occur.
Sometimes all it takes is better management, not new tools/solutions. Management of oneself, one’s methods, thinking, practices, habits. However, that requires a shift in behaviour, and a bigger effort up front. Newer technologies most often than not are developed to give instant improvements in productivity, gratification, etc. without thought to or regard for overall sustainability or long term implications. I remember in patches a conversation I had one evening with my father when I was a young teenager where he was at pains to defend the industry he had grown old in. A micro celebrity in the Indian fertilizer industry who brought in many commercially successful incremental innovations to the production process & technology of DAP, a kind of chemical fertilizer, my father had been motivated to enter the chemical industry thanks to Mr.
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