Why CX and OCM Make Such Good Partners

Why CX and OCM Make Such Good Partners

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice. Having worked side by side on projects together we have seen firsthand that CX and OCM make a great pair in not only delivering on our customer’s expectations, but...

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Post Go Live Tips for Salesforce to Help Your Team Embrace Change

Post Go Live Tips for Salesforce to Help Your Team Embrace Change

In my last blog on managing change related to Salesforce, I discussed the need for organizational change management skills to support the successful adoption of Salesforce. I recently had the opportunity to work with one of our leaders in Customer Experience who focuses on Salesforce and implementing CRM technology. Together, Mallory Loe and I worked with a client that was implementing...

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Turning Change Resisters into Change Advocates

Turning Change Resisters into Change Advocates

You’re introducing a new change to your business, be it implementing a new organizational structure or system, or revamping existing processes. The change is expected to increase productivity, reduce cost, and increase employee engagement. Sound familiar? Most of your employees are eager to adopt the new change; however, there are a few people who are adamantly resisting.…

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9 Idioms to a Successful UAT

9 Idioms to a Successful UAT

“How do we test an ERP system that we do not know how to use?” is a question often posed during ERP implementations during the User Acceptance Testing (UAT) phase. This is a tricky situation as the end users often have the most in-depth knowledge of the business processes and are most likely to find “bugs” during testing, but usually have the least familiarity with a new ERP system.…

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Numbers don’t lie. Liars use numbers.

Numbers don’t lie. Liars use numbers.

Numbers don’t lie. Liars use numbers. I had a professor tell me this once and it has stuck with me ever since. At first glance, it means people intentionally use numbers to misinform other people. In my opinion, I think he was implying that people have a tendency to misuse numbers unintentionally.…

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Highlights From NRF 2017: Evaluate Your Retail Investments Carefully

Highlights From NRF 2017: Evaluate Your Retail Investments Carefully

Attending NRF’s Big Show 2017 provided me with the opportunity to see how retailers, specifically their operations, are evolving.  We are in the midst of a technology revolution!  NRF offered everything from robots enhancing the customer experience to wearable technology improving the effectiveness of in-store teams.  The pace of change in how retailers go to market (omni-channel retailing...

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Coffee & Change: A New Podcast

Coffee & Change: A New Podcast

Bill Kirst, our West Coast Organizational Change Management Lead in Seattle, has kicked off a new podcast series on the topic of change management. In the inaugural episode, “Tackling Change in 2017”, Bill interviews his colleague Shawna Saffle, a Manager in our Operations Excellence Practice on how we manage change in life, in work and in the world.…

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NRF 2017: Prepare for Change

NRF 2017: Prepare for Change

I recently attended the 2017 NRF Big Show, one of the largest retail industry events of the year.  Everyone from retailers to vendors to technology companies attends the event to learn about the newest trends in retail.  Attendees also get to learn about what some of the best in class retailers are doing and network with other professionals in the field. …

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Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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