Preparation for CRM Government Entities: Understanding the Culture and Getting Buy In

Implementing a new CRM implies, almost by definition, changing the culture of the way business is done. This constitutes a unique challenge in government entities where standard processes and ways of doing business are cemented in place. Understanding the basis for the political and practical issues surrounding cultural change in government entities, can be critical to a successful CRM implementation.

Two areas that must be conquered in the quest for successful cultural change prior to CRM are as follows: (more… down load)

About the Author:

Art Hall, President of CRM Association, Atlanta Chapter and a Manager with Alvarez & Marsal Business Consulting in Atlanta specializes in customer management solutions. He brings deep expertise in the financial services industry, with a particular focus on retail and small business banking, loan administration, first-party credit card collections and default administration. His primary areas of concentration include: contact center transformation, service-to-sales strategies, customer on-boarding strategies and deployments, quality assurance, CRM market understanding and vendor selection.

With more than 13 years of experience in contact center management and CRM, Mr. Hall understands the dynamics of managing the customer experience (TCE) across all touch points. He develops strategies aimed at effectively improving the total customer experience and developing metrics in a multi-channel environment that are aligned to corporate strategy.

Prior to joining A&M, Mr. Hall was the Vice President of Sales and Customer Care Operations for NetBank, where he was responsible for the management of the retail banking customer care group. While at NetBank, he was recognized as a 2007 Customer Champion from 1to1 Magazine; awarded the most valuable thought leadership award by Frost & Sullivan; and named to the executive advisory boards of Frost & Sullivan and National Conference on Operations and Fulfillment.

Mr. Hall holds a bachelor’s degree from the State University of New York at Binghamton. He is the President of the Customer Relationship Management Association (CRMA), Atlanta Chapter, and a member of SOCAP International. He frequently serves as a speaker at various industry conferences across North America and has authored several articles in the Journal of Customer Relationship Management for SOCAP International.