Your organization is about the replace their customer service application. The existing application is one that was developed internally and uses a text based interface. It has been in use by customer service representatives and their managers for the last seven years. The new system has a graphical user interface and is being purchased as part of an overall software package. What are the steps that should be taken to assure effective change management associated with this implementation? Why are these steps important, what are the potential issues associated with such a change and how would your approach deal with them?