Managing Change When Customers Outnumber Internal Stakeholders

Posted by Terry Holtz

May 15, 2015 11:30:26 AM

It is commonly understood that successful change relies on closing gaps between the current and future state. Most change practitioners categorize the gaps in relation to people, process, and tools.1,2,. Most change projects focus on the people side, with emphasis on internal stakeholders. In most projects, this comes down to the direct impacts on the users of new technology and/or process. This approach works if projects involve big technology investments like ERPs, where the overwhelming impact is internal.


Topics: Organization Change Management, Financial Services, Customers, Retail