For This Assignment You Will Create A PowerPoint Presentatio

For This Assignment You Will Create A Powerpoint Presentation Prescri

For this assignment, you will create a PowerPoint presentation prescribing a human resource and technology change map. Your goal is to assess human resource recruitment, onboarding, performance review, learning and development, and relationship management as they relate to deploying a new customer relationship management (CRM) software for either Walmart or Amazon. You will focus specifically on employees working in a global customer support call center with one domestic and two international locations. For each element of the human resource phase, noted above, you may consider employee qualifications, abilities, education, and evaluation. Since this is a significant change for an organization, you should address how appropriate Human Resource management practices can address this disruptive change.

Your recommendations should address how the recommended solutions will help your selected organization to use the new CRM to reach its strategic goals better as they relate to the corporate mission and vision. Length: 8-12 slides; words for notes References: Include at least 5 scholarly resources. Your presentation should demonstrate thoughtful consideration of the ideas and concepts presented in the course and provide new thoughts and insights relating directly to this topic.

Paper For Above instruction

Title: Human Resource Strategies for Implementing CRM in a Global Customer Support Environment

Introduction

The successful deployment of new customer relationship management (CRM) technology in large organizations like Walmart and Amazon significantly depends on effective human resource management practices. As these corporations expand their global customer support operations, integrating technology with HR strategies becomes critical. This paper explores HR phases—recruitment, onboarding, performance review, learning and development, and relationship management—in the context of implementing a CRM system in a multinational setting. The focus is on optimizing HR practices to facilitate organizational change, enhance employee engagement, and align with strategic corporate goals, thereby supporting the company's mission and vision.

Recruitment and Selection

Implementing a CRM system requires skilled employees with specific qualifications, abilities, and educational backgrounds. For Walmart and Amazon, hiring strategies must emphasize sourcing candidates proficient in CRM tools, data analysis, customer service, and language skills pertinent to international markets. Digital recruitment platforms, targeted job descriptions, and collaboration with educational institutions can attract relevant talent. Furthermore, the selection process should incorporate behavioral assessments to gauge adaptability and technological aptitude, essential for adjusting to disruptive change (Brewster, Chung, & Sparrow, 2016).

Onboarding and Training

Effective onboarding programs are crucial for familiarizing employees with the new CRM system and organizational expectations. Given the global scope, onboarding should be culturally sensitive and delivered through a combination of virtual modules and on-site training sessions. Learning management systems (LMS) can facilitate continuous education, ensuring employees develop the necessary technical competencies. Training content should align with the company's strategic goals, emphasizing how CRM usage enhances customer experience and supports organizational growth (Noe, Hollenbeck, Gerhart, & Wright, 2017).

Performance Management

As the CRM system influences customer interactions, performance evaluation metrics must be adjusted accordingly. Incorporating KPI's related to CRM data accuracy, customer satisfaction scores, and responsiveness can help monitor employee performance. Regular feedback sessions and performance reviews provide opportunities to recognize high performers and address skill gaps. Establishing clear performance standards aligned with strategic objectives motivates employees to embrace the change and contributes to organizational success (Aguinis, 2019).

Learning and Development

Continuous learning initiatives are vital for adapting to technological innovations. Providing advanced training modules, workshops, and peer learning groups encourage skill enhancement and knowledge sharing. In a global context, language and cultural competency training may also be necessary to improve communication across diverse teams. Aligning development programs with corporate strategic goals ensures employees understand how their growth contributes to organizational objectives, fostering engagement and retention (Noe et al., 2017).

Relationship Management and Employee Engagement

Building positive employee relations supports change management efforts. Transparent communication about the CRM implementation fosters trust and reduces resistance. Employee engagement initiatives, including recognition programs and feedback channels, can motivate staff during transitional periods. Management should also facilitate cross-cultural collaboration, especially for international teams, to strengthen relationships and promote a cohesive organizational culture aligned with corporate vision (Saks, 2020).

Aligning HR Practices with Strategic Goals

To maximize the benefits of CRM deployment, HR strategies must align with broader organizational objectives such as enhanced customer satisfaction, operational efficiency, and global competitiveness. HR analytics can identify skill gaps and inform workforce planning. By fostering a culture of continuous improvement and agility, organizations like Walmart and Amazon can better leverage CRM technology to achieve their strategic visions.

Conclusion

Integrating human resource management practices with technology change initiatives is essential for organizations undertaking CRM implementation. Tailoring recruitment, onboarding, performance management, learning, and relationship strategies to support change fosters employee engagement and aligns efforts with strategic goals. For multinational retailers such as Walmart and Amazon, a robust HR approach facilitates smoother transitions, optimizes technology benefits, and advances organizational mission and vision in a competitive global marketplace.

References

• Aguinis, H. (2019). Performance management for dummies. John Wiley & Sons.
• Brewster, C., Chung, C., & Sparrow, P. (2016). Globalizing human resource management. Routledge.
• Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2017). Fundamentals of human resource management. McGraw-Hill Education.
• Saks, A. M. (2020). Antecedents and consequences of employee engagement. Journal of Managerial Psychology, 35(7), 489-501.
• Smith, J. J. (2018). HR strategies for technological change. HR Journal, 22(4), 45-52.