Speaker: Matthew Goldman
Location: Westin Kierland - Kierland Ballroom 1
Session Type: Track Session

Successful CRM initiatives require cultural, behavioral and technological change – both inside IT and the business. While enterprises routinely acknowledge that project leaders must anticipate and manage the CRM implementation’s organizational impact, it is still treated as a low priority. Yet with a good grasp of CRM program change management strategies and some practical tools, success rates can be greatly improved.