Abstract
This article addresses different aspects of change management. First, it analyzes the current state of research: reasons, goals and success factors of change projects; steps and strategies for change implementation; the connection between customer relationship management and customer value; leadership’s role in change projects and intercultural aspects of change management. Then it focuses on a practical example of change management at a global chemical company that launched a significant project called “Customer Experience Transformation Project”, or CXTP. The article highlights challenges of the company, improvement needs and reasons for CXTP launch; describes CXTP scope and main parts; evaluates strengths and weaknesses of CXTP and provides suggestions for its further development.
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