Challenges on your way to success

CRM initiatives can be difficult. They require change, often impacting processes and workflows that are at the heart of your staff's daily responsibilities. They force you to rethink how your organization operates to support its mission. They may require you to restructure external relationships even as you are rebuilding internal processes and tools. Externally, the way your constituents experience the interaction with your organization might change. Internally, business processes and supporting technological systems may need to change in order to break down departmental operations' silos, increase efficiencies, and enable more effective targeting, improved responsiveness, and new initiatives. The success of the CRM project often depends on changing the behavior and attitudes of individuals across the organization, and replacing, changing, and/or integrating many IT systems.

To realize success, as you manage the organizational culture changes...