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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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16.1. Transitioning From Inside to Outside Work

Transition steps are always difficult because they represent a change in gear and often a shift of responsibility from one part of the team to another. The component integration transition step may be the most difficult of the four. In addition to normal difficulties, we have the added complication that virtually no company has the luxury of installing their new CRM components into a totally empty environment. In fact, this is the reason we call this transition step “integration” instead of implementation. Implementation is like building a brand new house – starting with an empty lot and building. Integration is more like a remodel. The builder has to work with all of the existing elements of the ...

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