Download - Strategic Change Management: Implementing a Mobile CRM Solution

04/13/2023 Strategic Change Management 1

Mobile CRM Solution

Chicagoland Chamber of Commerceby Gan, Jeremy


Business Case

• Why now?


Transition Period

Mr. Gerald J. Roper Ms. Theresa Mintle


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


Design Focus


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


Implementation Process

• Diverse Cross-Functional Team– Executive Sponsor – Steering Committee – Mobile CRM Solution Administrator– Mobile CRM Vendor Developer


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


Sustainability

• Internal forum for quick troubleshooting• Updated hiring structure• Metric to track effectiveness of change• Springboard to a holistic coverage for other

area