Stage 2: Addressing Organization and Structure

The second stage of successfully implementing CRM is addressing the Organization and Structure of your company. There is room for improvement in any company and if changes are to be made to corporate workflow and IT systems, there will be corresponding challenges of change management inside the company. These changes can be broken down into the following areas:

• Executive Sponsorship
• Creating a CRM Culture
• Managing Knowledge
• Adjusting internal organizational structures
• Staffing Requirements
• Employee Orientation and Training

Executive sponsorship often makes or breaks the CRM initiative and that is the subject of the next post.