Change management is the main driving force for the success of CRM projects. While the business of change management continues to dominate in all spheres, managers are as confused as ever when it comes to implementing appropriate change management as part of the CRM Change management within the CRM context is all about getting users to adopt new business processes and practices and the technology that enables these processes and practices.
Change management should be viewed as a central part of CRM to receive the attention it deserves.
CRM strives to make the entire organization customer-centric and this new orientation mandates systemic changes throughout the organization.
Main Source: https://rcm.ac.in/