Question

A project is delivering a new customer relationship management (CRM) platform that will replace three legacy tools used daily by the sales and service departments. Testing shows the platform is technically sound and on schedule. However, during a demo, several department managers express concern that their teams have not been prepared for the new workflows and may resist using the system after go-live. What should the project manager do FIRST to support the organizational change?

Accepted Answer

Assess the organization's change readiness and work with the sponsor and change agents to develop a plan addressing training, communication, and adoption support

Answer

Proceed with go-live as planned, since the platform meets all technical acceptance criteria and delays would increase cost

Answer

Escalate the managers' concerns to the steering committee and request that they enforce mandatory use of the new system

Answer

Add the resistance as a new risk in the risk register and continue monitoring it until after deployment