Why is the adoption of CRM and other business-oriented programs offering such great potential so hard to achieve? I'll give you a clue from my book, 'It's OUR Customer'

To introduce new ways of working demands high employee involvement in establishing a unified commitment to adopt new methods or even new processes that secure increased customer engagement and deliveries. Often the collective mindset is missing, and the ‘them’ and ‘us’ attitude between departments becomes a barrier overwhelming the achievement of joint responsibility of the customer experience. ‘It’s OUR customer’ helps you pay attention to critical phases of the transformation that are central to succeed with the change. The unique transformation framework and change journey model presented in the book are dispensable tools to strengthen you in guiding the employees through the transition to enhanced collaboration and navigating the multiple complexities to leverage the collective capacity and joint efforts to achieve new business goals for

The more prepared you are before embarking on a transformation process, the better you’ll accomplish well-considered decision-making, and the more significant value you will gain by creating substantial customer and employee benefits along the way. Whether you are a business leader, or a program manager, leading a transformation of strategic CRM or any significant customer programs, it’s worth refreshing your leader competencies and acknowledge that your approach influences the pace the employees adapt to new standards to attain expected achievements in the future. Be conscious about your leadership, mindset, tone, and manner in which you communicate and listen to the employees to make them thrive with continuous change. Don’t expect achievements if you don’t dedicate budget, resources, and capacity for the change, and prioritize