We have recognized for some time that change management is the hardest part of building customer-centricity into a marketing department (and eventually the entire organization). We have used the “small wins” and 10x communication approaches from John Kotter to begin to illustrate the consequences of not changing, pilot program wins to quantify the opportunities and 10x communication to continually reinforce the importance of the change.

We also believe that, while the vision may be driven by the executives, the “how-to” must come from the line management team. Open brainstorming, followed by refinement, commitment and presentation to management, help to drive the change through different levels in the company. Finally, clear, visible measurements posted around the floors show the results in a meaningful form (what gets measured is what matters!)

Excellent post on a pressing topic for all customer-centric managers.

BTW — nice site enhancements!