How can I help the organization determine if they're ready to implement the solution we've defined?

A promising solution doesn't really solve the problem if the business isn't ready to adopt it. Online chat sessions with customers won't help the customer service team deliver faster service if they don't know how to use the chat tool, and chat sessions won't deliver faster service if the customer service folks are rewarded for using email instead. The business must be ready for the solution, just as the solution must be ready for the business. So how can you know if the business is ready?

Log in or Subscribe now to read the full answer...