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When changes are implemented in an organization, leaders can encourage employees to accept the changes by sending consistent communication and showing support. In this scenario, you are a consultant of ABC Corporation who implemented a new customer relationship management (CRM) program 2 months ago. During implementation, the change was not communicated or supported by leadership. As a result, employees are not utilizing the CRM to its full potential. As a consultant, you are required to ensure the CRM program is utilized more by employees.

Select 1 agency that employs a CRM program.

Research how this agency employed a CRM program in a similar or different way than identified in the aviation article from your readings. Focus on the reasons the CRM program is beneficial in reducing human error and improving employee efficiency.

Write a word executive summary for the company's CEO in which you provide evidence of how this CRM program was implemented. Include the following in your response:

Distinguish between various team concepts as they relate to performance during and after this training program.

Explain the difference between leaders and managers, as well as the influence and power they may have on the success of this program.

Evaluate at least 2 theories of leadership and the role that leaders utilizing these theories play in facilitating this program.

Analyze the general effects on the organization that may result from this program, referencing the concepts of organizational development and various organizational theories.

Advocate the reasons ABC Corporation should apply the change management process for the CRM program change.

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