Effective Change Management Is Not An Option In Crm

Effective change management is a crucial piece in CRM puzzle. Without it, fiefdoms are protected and people generally feel their value decline as they sense ownership of the process slipping away. When you lead with technology, you don’t give front office staff anything to take ownership of.

If you believe that CRM is a customer-centric business realignment, you should create a project team that includes key players. That means from all levels. These folks, who would normally be problems in a technology only initiative, will become invaluable in suggesting ways to change, taking ownership of those ideas, and helping to identify more risk areas with regard to internal friction.

Protecting Turf – Every company has employees that will sabotage an effort to protect their perceived area of value.

Change Management – If you’re company is department oriented, or product oriented, things are going to change because information and work needs to begin flowing across these imaginary boundaries. Managers, who owned a process whose purpose is coming into question will become a problem if not incorporated into the search for a solution. Change management needs to address the perceptions these people will have as their role diminishes or subordinates are re-assigned.

Protecting Work Processes – Non-managers are just important in your realignment efforts. Each work flow within a department is supported by work processes that are owned by staff members. As work flows are reshaped to cross functional boundaries, these processes will likely change or be eliminated. To get the buy in you need at every level, you need to get participation, and ownership, at every level.

It doesn’t matter if your goals are to increase capacity or to cut staff. You’ll still need to introduce change management to handle the issues related to changing roles and role definitions. We’re not talking about minor efficiencies here, these will be selective, but meaningful and people will notice.

Communicating Change Internally – You can’t include everyone in the process for obvious reasons. Therefore, leadership and communication are needed. Having a strong leader at the helm doesn’t guarantee buy-in though. That’s why it’s important that the CRM project team carry out a strategy where it’s members champion the cause amongst their peers; addressing and doubts and eliminating fears.

Communicating Change to Customers – Effective change management also relates to your customers. It may be that your new customer focused efforts is so fantastic that it speaks for itself. But, just in case, you had better ask yourself how your customers will deal with any hiccups as the changes begin. After that, they should be thrilled because I know that you came up with a strategy, realigned work flows to support the strategy and used technology to make the process brilliant.

I worked with a company once that decided to start emailing their customers customer service updates. Unfortunately, this customer base, small businesses, at the time were still relying on fax technology. You’ll each have your own challenges here.

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Best Practices For Your Change Management Communication Plan

Best Practices for Your Change Management Communication Plan

Myths, Mistakes, and Must-Do’s

It’s standard practice in most organizations to build a communication plan as part of the overall change management project plan. Most companies understand that communication plays an important part in achieving the change management project initiatives. Not all communication plans are created equally, however, and many miss the mark. Communication should be more than just an occasional, sporadic activity. Here are some key points to remember in making your next communication plan more effective:

Mistake: Confusing communication with implementation

While a solid communication plan is extremely important, communication alone is insufficient. Generating sponsorship, developing a reinforcement strategy, defining the change, and developing readiness are as important�”in fact, sponsorship is the single most important factor in achieving project success. Organizations over-reliance on communication is a common mistake in many implementation plans.

Myth: Providing information is the primary goal of the communication plan

In reality, the primary goal for project communication plans is to drive behavior change, not just to provide information-sharing. Even if you successfully communicate information to the target audience, you miss the mark if that communication doesn’t actively promote behavior change.

Mistake: Depending on one-way, top-down communications as the primary delivery method

One of the most common mistakes we see is a dependence on media like newsletters, emails, and even web-sites as the primary method for communication of large-scale, complex changes. Even in large, geographically-dispersed organizations, agents should rely much more on two-way communication than is often the case.We see many communication plans that do a fair job of information-sharing, but fail to have a mechanism for gathering data to be fed back to the project team and sponsors.

Must-Do: Include a feedback loop to check for understanding on every communication

Without some kind of feedback loop, you have no way to gather data on how people are responding to the communication, no way to answer questions, and no way to surface sources of resistance.No matter how sophisticated the delivery vehicle, if you haven’t built in a feedback loop, your communication is missing the �best practice� mark.

Myth: Expecting that the production of a large-scale, exciting launch event is the most important element of a good communication plan, or is all that is needed for communicating to the targets of the change

While it can be motivating to produce a creative launch event, or a series of cross-functional meetings, remember that that communication is not a substitute for implementation. As Kenneth Klepper, President and COO of Medco puts it, �You can spend enormous resources on implementation– but if you have failed to build the sponsorship for the change, you can’t spend enough money or have enough cross-functional meetings to be successful.�

Must-do:Put messages in the Frames of Reference of the targets

Keep in mind that messages must be constructed to align with the Frames of Reference for the targets, meaning there will be multiple Frames of Reference and therefore, multiple messages.

Must-do: Use multiple communication vehicles, and communicate on a regular basis

In order to better align with multiple Frames of Reference, a variety of communication vehicles should be employed. Regardless of the vehicle, however, there must be a feedback mechanism. In addition, communication should be planned and done on a regular basis.

By rejecting the myths, eliminating common mistakes, and following the �must-do’s�, you will significantly improve the effectiveness of your change management communication plan.

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Integral Aspects Associated To Project Management

Every business needs to be well managed and effective management is the key factor that determines performance of an organization. To improve performance, management consulting is indispensable. In many cases it is challenging for organizations to hire professionals for one time projects and as a result the organizations seek assistance of the management consulting firms. Management consulting often includes completed HR consulting as well. In case of Enterprise resource planning implementation or ERP implementation, change management is essential. For strategy development or operational improvement business consulting is necessary.

At present change management for the organizations has become pretty easier and there are several ways of involving management consulting service providers to enhance business growth. In case of information technology infrastructure management it is worth mentioning that beside management consulting firms there remain several in-house consultants as well. Actually in Information technology industry change management is frequently required. It is wise to consider that change management has been a part of businesses but with implementation of Information systems, it has become more important. For consistent business development change management should be done properly. At present change management can be done in a more systematic, rigorous, reliable and disciplined way.

It is prudent to take a quick look at few of the steps of change management:

�Finding the requirement of change in an organization
�Designing the plans of changes that the organization needs
�Providing a proper estimation stating the cause behind requirement of change management
�Changing the organizational process like technology and level of erformance to encounter the challenges
� Production management and change management to ensure that customer and the stakeholder remains together

Project management is a major aspect associated to change management and in case of ERP implementation, it is only proper project management that can minimize the risks. Highlighting the touch points between project management and change management can be an added advantage. For successful project completion, disciplined and planned organization of projects is necessary. In case of project management it is an attempt to manage several constraints like space, time, quality, changes, budget and time etc. Each and every project involves a certain level of permutation and combination. So, it is really worth mentioning that drawing a line between the inter reliability within a project is indeed crucial.

While entering the world of management consulting it is really handy to have certification or degree. Basically it provides authenticity. Certified Management Consultants (CMC) can offer valuable suggestions to the different people seeking consultation for better management practices within and outside organizations.

The management consulting companies nowadays offer interactive web portals and all typos of customer queries are replied as early as possible. Managers and consultants must be aware that changes impact processes. It just links the change to something which is different from corporate hierarchy. Project management, management consulting, change management and proper HR consulting indeed matters. By punching in the toll free numbers offered by the different consulting firms it is possible to know the pros and cons of change management, ERP implementation, enhancement of technology infrastructure in a better way.

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