Six Steps to Transformation: More Than Making a Wish

We noted previously that most organizations would need some kind of cultural transformation if they are to succeed in CRM. In some cases, they may need functional transformation as well. Here we will take a closer look at transformation.

First and foremost, it is important to know that an organization cannot be transformed by merely giving lip service to the idea and wishing it to happen. Action plans are needed to make real progress in transforming an organization. Even with a plan in hand, the process is long and often fraught with frustrations. The bigger the organization, the harder it will be and the longer it will take. In a large organization, you should be prepared to face a process that could easily take three years or more. In such cases, you may find that an internal or external consultant can help make the transformation much less painful and perhaps much less expensive.

Whether or not you use consultants, remember that the key to success is to prioritize the six basic steps: