Map a Regional CRM Rollout
Separate influence, impact, legitimacy and attitude and create an ethical, evidence-based engagement plan with review triggers.
24 minutes
Scenario
A services firm plans one CRM workflow across three regions. The programme has engaged country sales directors but not service agents, customers, works councils or information security.
- Your role
- Change lead designing the engagement strategy
- Method
- Stakeholder Mapping
Evidence pack
Sales authority
Country directors control sales-process adoption and local targets.
Agent impact
Service agents will add an estimated six minutes of data entry per complex case.
Customer risk
Key customers require uninterrupted escalation histories during migration.
Consultation
Two regions require works-council consultation before monitoring changes.
Security gate
Information Security must accept the access model before pilot.
Uncertainty
No representative workflow test has been run with service agents.
Constraints
- Do not equate formal power with material impact.
- Do not store unverified personal resistance scores.
- Mandatory consultation and control gates remain explicit.
Case steps
Work through each prompt using the evidence pack. These guided cases support self-directed practice; server-scored attempts are not available yet.
Define the focal change and identify decision, delivery, affected and external stakeholders.
Assess power or influence separately from interest, impact, legitimacy and current attitude, with evidence and confidence.
Design an engagement purpose, owner, channel, cadence and feedback loop for four stakeholder groups.
Define validation and event-based review triggers.