Organizational resistance to a CRM strategy is common and can occur at various stages. Here are some reasons for internal resistance and tips to address them: - CRM is complex: Educate your internal stakeholders throughout the process and secure their buy-in early. - Proving ROI takes time: Set clear expectations and communicate results promptly to demonstrate progress. - Lack of CRM awareness: Increase awareness by sharing the steps of the process along with both business and customer goals, helping stakeholders focus on key priorities. - Perceived lack of necessity: Track and share success metrics regularly to demonstrate the tangible value of the strategy.

Start by engaging stakeholders early in the planning process; their insights can build ownership and ease concerns. Comprehensive training sessions are essential to ensure everyone understands the CRM's benefits, enhancing their confidence in its use. Share success metrics related to churn reduction regularly to highlight the strategy's effectiveness and instill a sense of achievement across the team.

Overcoming internal resistance in a CRM strategy requires early stakeholder involvement, targeted training, and clear success metrics. In one project focused on reducing churn, I engaged teams by showing them how personalized CRM-driven customer retention strategies could directly impact their KPIs. I used the Kotter Change Model to create buy-in, driving home the "why" behind the initiative. Success metrics, like churn rate improvement, were shared regularly to reinforce CRM’s value. A great read on this is "Leading Change" by John Kotter, which explores ways to address resistance effectively. Change is like learning to ride a bike—you wobble at first, but it gets smoother! ??♂??? Do follow for more insights like this! ??

Para empezar el objetivo del CRM debe ser honesto: 1- Queremos vender más? 2- Como? 2-1 Mandando ofertas a los clientes identificados cualquiera que sea su comportamiento? 2-2 Mandándoles ofertas para que nos compren lo que no nos compran? 2-3 Sabiendo lo que nos compran mandarles ofertas de lo que más les gusta comprarnos? 3- Cuál de las estrategias propuestas será más eficaz para FIDELIZAR?

It's very normal for new implementation of any new strategy to face resistance. My opinion there are 3 suggestion that we could do: 1. Stakeholder coalition : We mapped out the parties that support with blue color, against with red color, and the follower with yellow color. To get the context before we go out and do the next action. 2. Provide Data and Results : Its a common knowledge that data and results speaks louder that words, so make sure the data and results supported the strategy. Especially related to Churn Reduction. 3. Involved the team: They say no involvement no engagement, make sure every stakeholder that relates to this strategy as being asked or involved.