Gartner® Report: Transform Your CRM Culture for Generative AI with 5 Essential Steps

Five Steps for Changing CRM Culture

To successfully adopt Generative AI within your CRM, Gartner recommends following these five essential steps:

1. Understand Your CRM Culture: Identify the current cultural landscape and recognize that leaders and employees may perceive Generative AI differently.
2. Define Supportive Behaviors: Clarify the behaviors that support your CRM strategy, helping employees align with organizational values and comprehend the role of Generative AI.
3. Map the Culture Change Journey: Outline the transition from current to desired behaviors, focusing on how Generative AI will impact roles and tasks.
4. Change Systems and Practices: Implement new systems and practices that foster the necessary behaviors, addressing and overcoming any barriers.
5. Measure Progress: Continuously monitor and assess your CRM cultural progress to ensure alignment with your strategic goals.

Why Download the Report?

Unlock the full potential of Generative AI in your CRM by mastering these critical steps. We believe that this comprehensive report provides:

• In-Depth Analysis: Detailed explanations of each step to help you effectively manage cultural change.
• Actionable Strategies: Practical recommendations to ensure smooth integration and maximize investment.
• Expert Insights: Valuable perspectives from industry leaders on overcoming common challenges.

Gartner, Change Your CRM Culture for Generative AI, Ilona Hansen, Daniel Sanchez Reina, 24 April 2024
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