3. ‘ 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
4. 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.
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18. 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!
24. “ If you're not riding the wave of change... you'll find yourself beneath it."
25. HTHTS’ Newsletter “ eSharings ” Exclusive Help Desk and Call Center professional’s newsletter, ad exempt * , loaded with resources & tips. Just email solutions@hthts.com or visit www.hthts.com * If there is an event we think you should know about, we do include those.
26. Industry Newsletters Help Desk Northwest Just email memberships@hdnw.org Northwest Call Center Professionals Just email nwccp@hthts.com