CHANGE MANAGEMENT &
CUSTOMER FOCUSED STRATEGY

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CHANGE GUIDANCE TO SET UP
A CUSTOMER FOCUSED STRATEGY
FOR SOCIAL INSURANCE.

A large non profit company wishing to improve its efficiency revamped
its organization system to better meet the needs of its public.

GUIDE
IDENTIFICATION OF THE KEY ISSUES TO IMPLEMENT
CRM WITHIN THE ORGANIZATION.
/

– Analyze the meaning and perception of the project, the targets,
the impacts of the change and the associated risks, adoption and
resistance by the teams.
– Define a roadmap to address the change management issues.

GOVERN
ASSIST TO SWITCHING FROM LINES-OF-CONTACT
MANAGEMENT TO A CUSTOMER DRIVEN APPROACH. /

– Analyze needs in terms of customer relationship
management processes.
– Define the steering and reporting tools for the Head Office
and the national network.

TRANSFORM
DEFINE A GLOBAL PLAN TO SUPPORT
THE MANAGERIAL, ORGANIZATIONAL AND HUMAN
ASPECTS OF THE APPROACH. /

– Customer relationship management by the national
network (Process, organization, CRM practices…).
– The HR impacts of the project.
– Training methodology.
– Internal communication plan.

 

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