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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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The Psychological Impact of Change in Reengineering a Call Center

The psychological impact of change on employees creates emotional ups and downs. Managing these emotional ups and downs can make or break the success of the overall reengineering project. Impacts show up in the schedule, implementation costs, and lower return on investment for the new technology and processes. In most cases, when leaders go back to check months or years after an implementation, many of the features of the new technology are not even used by the employees. It is no wonder that after CRM implementation many executives are disappointed with the results. Nobody is really using the system to its full capacity.

To record the existence of the Valley of Tears the leader ...

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