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Mike Donoghue
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Organizational Culture

If your organizational culture is not conducive to CRM, the results could be disastrous. What culture is required to support CRM? How can you transform your organization? We explore these questions here.
CRM Best Practices: Monitoring Project Progress
- by Joe Outlaw
On building corporate culture into your CRM plans.

Inexpensive CRM Improvements
- by Adhanda Enterprises
Low-budget ways to improve CRM initiatives.

Can ERM End Call-Center Churn?
- by Kimberly Hill
Can employee relationship management (ERM) address one of the pressing problem of constant turnover in customer service agents and representatives?

Poor Business Decisions Equal No Measurable CRM ROI
- by Lisa Picarille
It's a vicious circle. CRM failures result from poor executive decision making, and half of all CRM projects fail to meet the expectations of executive management.

The People Part of the Excellence Equation
- by Barry Trailer
If you want CRM to succeed, then managers need to hire correctly, engage their employees and retain the best people.

Succeeding Where Others Fail
- by Adhanda Enterprises
A company that prepares itself before undertaking a CRM project has a much higher prospect of winning over the internal cultural resistance that often impedes success.

Get With the Program
- by Ramin Ganeshram
Managing the culture issues around a CRM implementation may well mean the difference between business success and failure.

Reengineering (BPR) Reference Material
The BPR Online Learning Center has a wealth of reengineering reference material, including books and toolkits.



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