Acknowledging people who will directly or indirectly benefit from a project is significant for its success. Projects whether small or large must place more weight on participation of stakeholders to build awareness, set realistic expectations, raise support, minimize resistance and ensure successful implementation and user adoption. Information and Communication Technology (ICT) projects are no different. Getting people to embrace the change and a completely new way of operations of software systems like Customer Relationship Management (CRM), has been an uphill task because of factors like failure to involve the stakeholders and improper change management. The study categorized stakeholders into three; managers, administrators and technical staff. It adopted quantitative and qualitative research approach. We found out that managers are the key decision makers who facilitate the procurement of systems; administrators are the end users while the technical team provides support and maintenance of the systems. We propose that right from problem identification, to system specification all the way to installation of software (implementation) stakeholders must be brought on board.
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Published by Human Resource Management Academic Research Society (www.hrmars.com)
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