A case to examine organisational change

Karen Nevelli and David Mohally

International Journal of Information Technology and Management, 2004, vol. 3, issue 2/3/4, 173-188

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.

Keywords: change management; customer relationship management; CRM; organisational change; multinational companies; employeee resistance. (search for similar items in EconPapers)
Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijitma:v:3:y:2004:i:2/3/4:p:173-188

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