1. CRM Chapter 19 Managing change

2. Small Group Discussion  Discussion: What are some of the major challenges faced by a company trying to change its culture to build CRM?

3. Change management from psychology  Stage 1: Unfreezing Most difficult. Needs organization shock to occur. Leadership makes it clear old ways of business no longer work.   Stage 2: Changing: People look for new ways of doing things and select approach   Stage 3: refreezing: New approach implemented and established in a supportive environment

4. Usability with change  Usability Considering human factors when implementing culture change  How your website looks and feels  Measures to respond to customer needs  Technology

5. Change metrics  Analytics are important with change to charts progress and to issue incentives and rewards for employee cooperation  Metrics for usability Effectiveness, efficiency, and satisfaction  Find activity to manage change