Strategic Change Management: Implementing a Mobile CRM Solution
- 1. Mobile CRM Solution Chicagoland Chamber of Commerce by Gan, Jeremy 2/11/2014 Strategic Change Management 0
- 2. Business Case • Why now? 2/11/2014 Strategic Change Management 1
- 3. Transition Period Mr. Gerald J. Roper 2/11/2014 Ms. Theresa Mintle Strategic Change Management 2
- 4. 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 2/11/2014 Strategic Change Management 3
- 5. Design Focus 2/11/2014 Strategic Change Management 4
- 6. 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 2/11/2014 Strategic Change Management 5
- 7. Implementation Process • Diverse Cross-Functional Team – Executive Sponsor – Steering Committee – Mobile CRM Solution Administrator – Mobile CRM Vendor Developer 2/11/2014 Strategic Change Management 6
- 8. 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 2/11/2014 Strategic Change Management 7
- 9. Sustainability • • • • Internal forum for quick troubleshooting Updated hiring structure Metric to track effectiveness of change Springboard to a holistic coverage for other area 2/11/2014 Strategic Change Management 8