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Article: CRM Dogma explained: "executive buy-in".(CRM, BPO & Teleservices)
- Article from:
- Customer Interaction Solutions
- Article date:
- November 1, 2008
- Author:
CopyrightCOPYRIGHT 2008 Technology Marketing Corporation. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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You've no doubt heard that if you don't get executive buy-in for CRM it's going to fail. But is executive buy-in really all that important? Let's play fill in the blank. Read the following four paragraphs and see if you can complete the fast sentence. Hint: Use the word "guillotine" in your answer.
There's a problem the organization identifies as critical--critical enough to change the way things are done and challenge the entrenched interests in the organization, which have contributed, mostly indirectly and not maliciously, to the crisis. A plan to attack the problem is drawn up. It looks like it'll work if it's enforced across all departments.
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