Session

The chicken-egg dilemma; Should Product Development or Change Management come first in CRM systems?

CRM systems are a wonderful thing. They help you manage data for your clients, sales processes and your overall business relationship with them. But they can be messy when they are not developed around the user and are overloaded with technical expertise instead. And then you wonder, why are my end-users not adopting the system?

Imagine instead a world where Change Managers were best friends with Business Analysts, Solution Architects and Developers. A world where they all work together towards the CRM platform’s development from the beginning by championing the user experience instead of working separately. No longer is Change Management at the end of the product lifecycle, but rather a trusted companion at the start of the journey.

In this session, we will review the benefits of Change Managers being involved in the continuous development of CRM systems, both for the business and their clients. We will also look at the risks and potential hurdles if Product Development and Change Management work in silos. Finally, we will look at how you can inspire a collaboration culture that brings your teams together and ultimately drives end-user satisfaction in your operations.

This session covers an overview of the relationship between Change Management and development of CRM systems. I will share real-life business examples from my own project experience with clients to paint a story and inspire the audience to think about the problem statement within their own business and operations.

Angeliki Patsiavou

Microsoft MVP | Speaker | Blogger

London, United Kingdom

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