CRM Considerations

CRM systems are highly strategic and potentially disruptive--therefore they require careful consideration.

Given the high-profile they play in the organization and the changes they will likely drive in the behaviors of sales-force and customer-service personnel, investments in CRM systems are highly strategic and potentially disruptive--therefore they require careful consideration.

Distributor managers should explore the implications of change management (that is, the impact the implementation will have on individual responsibilities, roles and job tasks) when investigating such a system.  This information coupled with an understanding of individuals' ability and willingness to change, will form the basis of a change management plan that must accompany any CRM project.

ACTION POINT:  Understand the behavior changes that must accompany any CRM project.