Business models and entire industries are being disrupted by new technologies as digital transformation forces organizations to reassess how they adapt and provide their customers with value into the future.
One key theme that has emerged during this time of disruption is a big obstacle to making the transition from product-focused to customer-focused is often changing business culture. Changing employee behavior is more difficult than redesigning products and services or implementing new technology. However, the failure to consider the impact of organizational change will undermine any other investment. Using CRM Technology to Drive Cultural Change The often unrealized potential benefit of CRM technology is that it can be a very effective way of driving organizational change.