Kerry and I have had Microsoft Visio installed in order to create the process maps that will be developed to obtain a better understanding of the CRM processes currently in use across the University. In the meantime, I have been giving some thought to the other aspects of the project that will need to be tackled in order for it to be a success. Mainly, once the policy and procedure are written what are the factors that are likely to hinder its adoption? As Machiavelli stated

“There is nothing more difficult to take in hand, more perilous to conduct, more uncertain in its success, than to take the lead in introducing a new order of things; because the innovator will have for enemies all who have done well under the old conditions and only lukewarm defenders in those who may do well under the new”.

Given the various internal influences that can determine the success of the CRM policy and procedure I am considering using Pascale and Athos’ 7s framework as a basis to identify and consider the different aspects of the organisation that will have an both a direct and indirect impact on the project's success.