You're Changing Systems, Now How Do You Get People to Change? Leadership Track

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Your Changing Systems Now How Do
You Get People To Change?
Chris Dempsey & Katie Doviak

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“We had to prepare the data AND the people for the
implementation”
- Jenny Veltri, Skagit Valley College

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13 Years in Higher Education Technology Including Oracle and Hobsons
9 Years in Higher Education Admissions, Enrollment Marketing, and CRM
Technology Including CUNY and Madonna University

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Do people want to change?

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● Do you have an executive sponsor?
● Do you have a CRM Manager?
● Is this project supported by IT?
● Who are your cheerleaders?

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● Executive sponsorship
● CRM Manager
● IT
● Business Process Owners
● Cheerleaders

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● Do people listen to him / her?
● Not just a project sponsor
● Supports continued adoption and growth with the CRM
● Do they have direct connection with the offices affected?
● Their success is tied to the project

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● Self Motivator
● Knows what the processes are and what they should be
● Works well with other departments and different types of people
● Career drive / promotion ready, hungry / resume builder

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● Check their project availability
● Help by defining what you want before you ask for help
● Their time now can free up more time for them in the future

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● Knows the day to day
● The person in the trenches
● Connected to the project from the beginning / tied in early

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● Responds to recognition and likes to be praised
● Office gossipers
● Follows the rules
● Speaks up and wants to be heard by others
● Social / Connected to other departments

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Full steam ahead BUT
STOP!

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Large Institution
● Multi Campus/Multi Level Deployment
● Centralized Structure
● Buy-in from Executive Leadership
● Incentives for successful CRM usage

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Small Institution
● First Timer CRM
● CRM helped determine communications and other business processes
● Phased implementation due to smaller team and business process
development
● Multi-office deployment

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● Not having all the roles filled
● Team members that have a title but don’t do the work
● Not spreading the success
● Stopping once implementation is done

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● A simple THANK YOU goes a long way! Say it everyday!
● OVERLY celebrate successes
● ANNOUNCE and CELEBRATE progress
● MINIMIZE the fear of change
● ADMIT the bad don’t cover it up or hide it

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Implementation is NEVER over!

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Get the right people you will get the right change!

20. Katie Doviak Chris Dempsey
katie.doviak@targetx.com dempsey@targetx.com
513-218-2884 908-489-3226