ABSTRACT

This chapter highlights process and culture as two key elements to implementing Customer Relationship Management (CRM) as a business approach, and this is where Business Change and Change Management come in. Business Change is the process by which our employees adopt new ways of doing things, perhaps also adjusting their attitudes and behaviours and developing new skills as the business changes. Change Management is about the way we support individuals affected by Business Change. As a demonstration of how much Major League Baseball (MLB's) business really did support change, 2015 saw BAM create a spin-off, BAMTech, which focuses on providing streaming video technology, particularly for over-the-top (OTT) content services. Over ten years ago, the National Football League (NFL) played its first regular- season game in London. Education in the right language is essential to business change.