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Strategic Change Management: Implementing a Mobile CRM Solution
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Mobile CRM Solution Chicagoland Chamber of Commerce by Gan, Jeremy 08/29/2022 Strategic Change Management 1
description
The primary value of mobile customer relationship management (CRM) is the ability to access and update business-critical information while employees are on the move. However, change cannot occur instantaneously. Thus, it is essential to prepare for that change and to have as many personnel on board as possible to usher in a new beginning. The most critical component in implementing a mobile CRM solution is to understand users’ roles, information needs, and daily tasks and then pinpoint the use cases where having a mobile CRM solutions can drive practical business value. Finally, sustainability of that change would go on to underline the legacy and the success of this change implementation.
Transcript of Strategic Change Management: Implementing a Mobile CRM Solution
04/13/2023 Strategic Change Management 1
Mobile CRM Solution
Chicagoland Chamber of Commerceby Gan, Jeremy
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Business Case
• Why now?
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Transition Period
Mr. Gerald J. Roper Ms. Theresa Mintle
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Business Case
• Why now?– “Voice of Business in Chicago”• Lead by example – catch up with technology
– Unconvincing sales over the last 6 years• New members canceling out lack of retention rate
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Design Focus
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Design Focus (cont.)
• Develop closely with existing CRM vendor– Reduce data-sync issue that arise– Familiar software interaction
• Modern Features – Update/Access information on-the-go– Integrated scheduling– Analytical dashboard– Real-time decision making
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Implementation Process
• Diverse Cross-Functional Team– Executive Sponsor – Steering Committee – Mobile CRM Solution Administrator– Mobile CRM Vendor Developer
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Implementation Process (cont.)
• Pilot Program– Early adopters to refine and help with testing
process • Training Process– CRM Vendor will conduct “train-the-trainer”
course • Front line users• Administrators• In-house helpdesk
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Sustainability
• Internal forum for quick troubleshooting• Updated hiring structure• Metric to track effectiveness of change• Springboard to a holistic coverage for other
area
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