Whenever a CRM project is less successful by not realizing the planned benefits it is commonly accredited to a poor software solution or data inconsistencies. Those factors are undoubtedly prerequisites for making any IT project successful, but they cannot solely ensure the project success. Even the best-in-class CRM solution is pointless if the people in your sales department do not understand the reasoning, benefits and the proper way to utilize the system most effectively.
Today bad or non-existing change management is one of the main reason why CRM projects fail.
Tailored change management approaches are key
Change Management methodologies are a dime a dozen these days. Every company has its own methodology and claims to have the ultimate approach. Indeed by taking a closer look they are very much alike each other across all industries, processes or technologies.
Considering that every project has a unique reason and specific impact on the target group it is inexplicable that those approaches are not particularly shaped for their individual purposes. Especially in areas of CRM projects it requires a specifically tailored change management approach to effectively manage the change, ensure business continuity and realize the project benefits.