Haley, Mark; Watson, Bill
April 2003
Hospitality Upgrade;Spring2003, p102
Trade Publication
The article looks at the role of the art and science of change management in driving customer relations management (CRM) implementation and adoption in hotel companies. It explores the factors needed for a CRM program to succeed which includes a strong, persistent and personal commitment from top management, a coherent vision for the initiative, and a structured plan to introduce and manage staff resistance to changes. The steps provided by Prosci Inc. on change management is examined.


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