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JIM LANE , Vice President UnitedHealthcare National Accounts

CRM Change Management. JIM LANE , Vice President UnitedHealthcare National Accounts. CRM 2012 Evolution Conference NYC Tuesday August 14 B205 4:15 – 5:15 p.m. Let’s State the Obvious. CHANGE is … A process – not a finite event Uncomfortable / uncertain Really hard to make it stick.

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JIM LANE , Vice President UnitedHealthcare National Accounts

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  1. CRM Change Management JIM LANE, Vice President UnitedHealthcare National Accounts CRM 2012 Evolution Conference NYC Tuesday August 14 B205 4:15 – 5:15 p.m.

  2. Let’s State the Obvious CHANGE is … A process – not a finite event Uncomfortable / uncertain Really hard to make it stick

  3. Keys to Getting Change Right • Enlist Executive Support • Ignite Engagement • Over Communicate • Lead with Courage

  4. Hungry to Hear More? 6 Slides left ~ 90 Seconds each 9 Minutes to Q&A

  5. 1. Enlist Executive Support Simple vision Clear destination Committed sponsors Stay Connected

  6. 2. Ignite Engagement Deliver tangible value Coach new behaviors Celebrate small successes SOLICIT and ACT ON input

  7. 3. Over Communicate Clarity dissolves resistance Manage the middle Reinforce progress Stay connected to key players

  8. 4. Lead with Courage Hold yourself fully accountable Be proactive Handle the “groan zone” Exhibit emotional intelligence

  9. To make change stick, you will need… • SUPPORT from your organization • ENGAGEMENT from your targeted user group • To COMMUNICATE and eliminate any possible ambiguity • To manage yourself and LEAD WITH COURAGE

  10. Q A & Still Hungry For More? JIM LANE, Vice President UnitedHealthcare National Accounts jtlane@uhc.com

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