Are you working with project management in IT this case is working with the change in IT organisationral change

1. ’CRM Adoption’
The theme for this case is the imple- team deals with tasks among them- more nuances to the possible dilem-
mentation of a new CRM-system in selves as well as the way they handle mas one might face, when leading a
an organization or company. The case customer contact. change.
enlightens how such implementations The case will take you through a range On the theoretical level we have ad-
have wide ranging influence on both of key change management chal- ded challenges in which you have to
commercial, social and cultural struc- lenges: How do you handle your own consider how you tackle the change
tures within the organization. reactions as middle manager? How strategically. What will you choose as
The story of the case unfolds around do you handle resistance against the your strategic angle? Do you consider
a large international enterprise, called system and the decisions from top- it a sales-strategic change, focused
The Sales Company, who are rolling management? How do you handle it, on defining and steering towards the
out a new aligned CRM-system in their when it shows, that the new system right customers? Is it a system-ori-
country-based sales companies. In is not really as good as the old one? ented case, focused on getting work-
the case we follow the implementa- How do you create true ’sense of ur- processes, documentation and system
tion of the system in one of the sales gency’ – and not just a false? What do in place? Is it a competence-focused
companies in the country XY. The new you do on the day, where the system case, about steering and lever the
system will change and impact the breaks down, in the middle of the handling of customers and the hand-
company at many levels: Common implementation process? Etc. ling of types of sales? Or do you see it
structures and work processes – even A new structure and new theoretical as a cultural change, which is actually
across borders - will be altered and angles in Mindsetter an attempt to change the freedom,
the introduction of the new system CRM Adoption is the first case in which the focus and the performance of the
will increase the focus on economic we have implemented a new structure sales team?
results and performance from the for the Mindsetter cases, which en- As always when working with Mind-
individual sales person. ables more individual choices in each setter, all the challenges will give you
In the case you see the change from chapter. As another new feature the the opportunity to learn and reflect
the perspective of a sales manager. composition of the different elements upon what you or your team would do
The change will turn your working of the case will be more flexible, in these situations – and the on-line
situation upside down in many ways which permits you to play longer or simulation will give you tit for tat on
as it involves new procedures and shorter versions of the case. In addi- what you choose. ‘CRM Adoption’ is
regulations, influencing both how your tion we have added choices that give suitable for learning about and discus-
Copyright Relation Technologies. All rights reserved. Contact Relation Technologies for information
www.relationtechnologies.com about the retail-network
info@relationtechnologies.com Telephone: +45 7070 2030

2. Mindsetter: CRM Adoption
Vores nye case til Mindsetter: ’CRM egne reaktioner som mellemleder? Som altid med Mindsetter, giver alle
Adoption’, handler om de forandrin- Hvordan håndtere du modstanden udfordringerne dig mulighed for at
ger, det medfører, at implementere et mod systemet og mod topledelsens lære og reflektere over, hvad du selv
nyt Customer Relation Management beslutninger? Hvordan håndterer du eller jeres team ville gøre i situatio-
system. I casen er du leder for et team det, når det nye system skal erstatte nerne – og on-line simulatoren giver
af sælgere og kommer derfor til at et system, som medarbejderne faktisk jer svar på tiltale, alt efter hvad I væl-
spille en vigtig rolle for implemente- var glade for? Hvordan skaber du en ger. CRM Adoption egner sig til at lære
ringen af systemet i den daglige drift. ægte ’oplevet nødvendighed’ – og ikke om og diskutere alle typer af system-
bare en falsk? Hvad gør du, den dag implementering.
’CRM Adoption’ foregår i en internatio- systemet går ned midt i implemente-
nal virksomhed, der er ved at rulle et ringsprocessen? Etc.
fælles CRM-system ud i deres lande-
baserede salgsselskaber. I casen følger Som noget helt nyt i Mindsetter
vi implementeringen af systemet i udfordrer vi dig også på, hvordan du
et salgsteam i et af salgsselskaberne rent strategisk vil tackle implemen-
i landet XY. Det ny system vil for- teringen af CRM forandringen. Hvad
andre og påvirke virksomheden på vil du bruge som dine strategiske
mange planer: Vante strukturer og løftestænger? Er det en salgsstrategisk
arbejdsgange vil blive ændret og med forandring, der handler om at ramme
indførelsen af det nye system følger de rigtige kunder? Er det en system-
også et øget fokus på økonomiske orienteret forandring, der handler om
resultater og performance fra den at få arbejdsprocesser, dokumenta-
enkelte medarbejder. Ændringer, der tion og system på plads? Er det en
i sidste ende vil påvirke kulturen i kompetence-fokuseret forandring, der
virksomheden. handler om at styre og højne kunde-
håndteringen og typer af salg? Eller er
Casen udfordrer dig på en række det en kultur-forandring, der handler
centrale forandringsledelses op- om at ændre sælgernes frihed, fokus
gaver: Hvordan håndterer du dine og performance?
Copyright Relation Technologies. All rights reserved. Kontakt Relation Technologies for information
www.relationtechnologies.com om forhandler-netværk
info@relationtechnologies.com Telefon: +45 7070 2030