A case to examine organisational change
by Karen Nevelli, David Mohally
International Journal of Information Technology and Management (IJITM), Vol. 3, No. 2/3/4, 2004

Abstract: The focus of this study is an investigation of the success of change management in supporting the implementation of a large organisational adjustment, in the shape of CRM, across several subsidiaries of a multinational organisation. The study indicates a strong requirement to involve all of the participants and instill a sense of ownership of the challenge throughout the organisation to lessen employee resistance. We conclude that a stepped approach in preparing the organisation's employees is necessary in ensuring that a dramatic change, such as CRM, will be accepted at every level.

Online publication date: Mon, 23-Aug-2004

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