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Change Management in der Praxis zur Einführung von CRM

In: Effektives Customer Relationship Management

Author

Listed:
  • Stefan Helmke
  • Dörte Brinker-Helmke
  • Matthias Uebel
  • Max Helmke

Abstract

Zusammenfassung Die Einführung von Customer-Relationship-Management(CRM)-Systemen erfordert Veränderungen in den Prozessen und Strukturen, was oft auf Widerstände bei den Mitarbeitern trifft. Das Change Management sollte bereits in den frühen Projektphasen ansetzen, um Widerstände frühzeitig abzubauen und Gerüchten entgegenzuwirken. Die Akzeptanz der Mitarbeiter ist entscheidend für den Erfolg der CRM-Einführung. Dabei ist es wichtig, die Motive der Mitarbeiter zu verstehen. Es werden verschiedene Instrumente zur Prävention und zum Abbau von Widerständen vorgestellt.

Suggested Citation

  • Stefan Helmke & Dörte Brinker-Helmke & Matthias Uebel & Max Helmke, 2024. "Change Management in der Praxis zur Einführung von CRM," Springer Books, in: Stefan Helmke & Matthias Uebel & Wilhelm Dangelmaier (ed.), Effektives Customer Relationship Management, edition 7, pages 201-211, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-42411-4_13
    DOI: 10.1007/978-3-658-42411-4_13
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