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Please read the case: Williams & Norton Insurance: Sustaining Customer Engagement from Chapter four in...

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Accounting

Please read the case: Williams & Norton Insurance: Sustaining Customer Engagement from Chapter four in the book
Please note that:
The question response must be between 400-500 words in length excluding citations and references.
What external and internal factors influenced Williams & Nortons decision to implement a change initiative like FOCUS 2015?
What leadership challenges were experienced during FOCUS 2015?
Which change model would have been preferable to use to drive the success of FOCUS 2015?

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