Project III: Optimising the sales process – Developing and implementing a new customer management system
Starting point: A new customer management system had not been very successfully developed and implemented. The project, which was directed through the IT department, ended with the resistance of the sales managers to work further in the project, and also to put the new system into practice.
Procedure: A detailed analysis of the project procedure so far made it clear what was needed to relaunch the project. The chief executive agreed to become the responsible project leader. On the basis of the integrated Change Management approach (Dr. Kappe Consulting) it was possible to implement structures, tools and procedures to support effective steering of the project. A new CRM-System was finally worked out through the structured involvement of the sales managers and organized learning sessions. This new system was seen as a real benefit for the sales managers work and their customer management.
Customer feedback: ‘The whole organization profited from this project. We received extensive change management support, based on a clear concept which was specified to the company's demands’.
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