Sittrop, Danny; Crosthwaite, Cheryl - In: Journal of risk and financial management : JRFM 14 (2021) 10, pp. 1-20
Implementing a Customer Relationship Management (CRM) system requires significant consideration with respect to change … management and the associated business risks. This paper describes how to best achieve the change goal and minimize these risks …. The research question under investigation is: “How can Kotter’s change management model be used effectively to enhance the …