In these and other negative situations, control of your current and future customer relations is essential. Once control has been achieved, you can move on to integration and optimisation in order to leverage customer relations to the benefit of the whole organisation, perhaps making it more profitable and certainly making it the core culture in all departments. Chaos and change - how to benefit from them Chaos and change are two driving forces in our world and in business. Out of chaos, structure and new forces can emerge. Change can result from chaos or simply from inertia in a department or organisation.
Individuals can also produce chaos - or force change, for the better or worse.
IT departments, for example, have a reputation for employing individuals in key positions who exert negative influences far beyond their apparent ability to do so. But they do, and strategies exist which can alter the situation in a positive way. Individuals who successfully introduce change for the better are those who take proactive steps to identify problem areas and resolve them. The individual may have to enlist the help of a sponsor from a more senior position in the organisation, particularly if a large-scale change programme is envisaged. We can take as an example the IT department of a large financial services company, which delivered poor levels of service to other departments, including product development and sales and marketing.