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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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How to do Change Well: Change Management

A change management program must include:

  1. Gaining management support for the change management program, financially as well as in the timeline

  2. Understanding who the stakeholders are and making sure they are all chosen to participate on the team

  3. Profiling the readiness and capability of the employees to change the way they do their work

  4. Creating a communication plan around the timeline and changes to the technology and workflow processes

  5. Outlining the current processes that the technology supports and mapping the changes to the process that new technology would create

  6. Creating a realistic implementation plan and schedule to transition legacy systems to the new system, running the old systems in parallel for ...

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