Supporting the Culture Change Sparked by CRM Implementation

Steve Whittington, President of Roadmap, joins the show to talk about the oftentimes *unspoken* aspect of systems implementation—the ripple effect and impact a new CRM can have on an organization's culture. Steve talks about how he views and defines the culture change that comes with a new CRM platform, the differences at the individual-level and company-level, and whether it's a change in mindset, behaviors, accountability, responsibility—or all of the above. He then shares how his team implements that culture change in support of a new CRM platform—and if there are any particular tools, functions, or capabilities that seem to spark a culture change more than others. We wrap with his recommendations for other partners and services providers on how to account for the culture change and how to ensure its factored in appropriately into client engagements, front-line user training, and more.