The Only Thing Constant is Change

Customer relationship management is one of the areas that suffers most in a merger or acquisition b whether itbs a telecommunications company or any other business.B There are lots of reasons for this, some of which are avoidable while others must be managed.

A few of the reasons that come to mind are:

  • Staff restructuring b we have seen layoffs, elimination of positions, transfers, and promotions/demotions.B You lose a lot of history when you have to deal with a new person.
  • System consolidation b each company had its own customer relationship management and billing system.B You lose a lot of history when you move to a new system.
  • Policy changes b the surviving company has to re-think all of its policies in light of the added services and customers.B You lose a lot of history that led up to the creation of the old policy.

Can you see a common theme here?B Itbs the loss of history that can be so damaging to customer relationships.B On the flip side (remember that nothing is all good or all bad), itbs much easier to break free from the bwe’veB always done it that way mindsetb when therebs no history to draw from.

It is instructive for all of us in business.B How can we preserve the history AND discard the inflexible mindset?B The only thing constant is change. B Itbs up to us to use it to our advantage.

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