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Friday, August 12, 2005

Stop Random Acts of Customer Relationship Management,

Stop Random Acts of CRM, August 18th, 2005 RightNow Technologies

Peppers and Rogers are at the forefront of the Customer Relationship Management (CRM) field.

This paper is written by one of their consultants. It's interesting because it shows the reason for having a systematic approach to looking after your customers. Usually this is enshrined in a computer CRM system.

Having implemented a number of CRM systems myself, including 2 awards winning ones I've seen the beneficial results that occur when customers are looked after.

But CRM can be a bit like the "Emperor's New Clothes" if only lip service is paid to using it no benefits accrue and it is simply an expensive contact management system for some of your employees.

What intrigued me about this paper was not really it's content but its title. Because it got me thinking on a slightly different tack - in fact I've started writing an article about it.

When completed the article will highlight the problems of random acts of super human excellent customer management which aren't backed up by the employee's company.

Let me know if you'd like a copy.

Be seeing you...

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