When changes are implemented in an organization, leaders can encourage employees to accept the changes by sending consistent communication and showing support. In this scenario, you are a consultant of ABC Corporation who implemented a new customer relationship management (CRM) program 2 months ago. During implementation, the change was not communicated or supported by leadership. As a result, employees are not utilizing the CRM to its full potential. As a consultant, you are required to ensure the CRM program is utilized more by employees.
Select 1 agency that employs a CRM program.
Research how this agency employed a CRM program in a similar or different way than identified in the aviation article from your readings. Focus on the reasons the CRM program is beneficial in reducing human e
or and improving employee efficiency.
Write a 700- to 1,050-word executive summary for the company’s CEO in which you provide evidence of how this CRM program was implemented. Include the following in your response:
· Distinguish between various team concepts as they relate to performance during and after this training program.
· Explain the difference between leaders and managers, as well as the influence and power they may have on the success of this program.
· Evaluate at least 2 theories of leadership and the role that leaders utilizing these theories play in facilitating this program.
· Analyze the general effects on the organization that may result from this program, referencing the concepts of organizational development and various organizational theories.
· Advocate the reasons ABC Corporation should apply the change management process for the CRM program change.
Cite any sources to support your assignment.
Format your assignment consistent with APA guidelines.