Customer experience management projects can transform a company – from the brand to the bottom line. In this session you’ll learn how to go beyond technology and into changing how your business thinks about customers. Your change management workbook and team exercises will guide you to develop your own change management strategy, learn from other attendees, and bring tips and tools back to your workplace that you can apply immediately.
- Identify the right structure for your CRM leadership team
- Learn why CRM training doesn’t work, and how to adopt a new approach
- The top 5 drives of change management – and how to apply each
- Engaging your leaders in the CRM project