Customer Relationship Management: Getting It Right!

14.3. Moving Forward: Beware of Black Holes

The biggest threat to success for the people component comes from organizational black holes. These black holes occur when the targets of change are not hearing the same thing from their local management as they are from project management and executives, as illustrated in Figure 14-6.

Figure 14-6. The black hole of CRM

This phenomenon, like its astronomical namesake, is an organizational structure that continually consumes resources. In this case, the project communication disappears into the black hole, and no one knows what she's really supposed to do. This is a pervasive danger, particularly for large ...