by: David Polinchock

I think that I wrote this back in 2001 and it still seems to have real relevance today. In this changing world of media and new ways to engage our audience, brands frequently forget about the staff and the incredible power they have in creating the right guest experience!

Maybe 2007 will be they year of employee generated engagement! You can read the full article by clicking on the link below.

CRM is often used as a tool to help the company touch the customer. Unfortunately, customer service is all about the customer touching the company! Many companies implement CRM to add bottom-line savings or to provide better sales opportunities. If that’s the case, it should really be called PRM -- Profit Relationship Management. CRM has little to do with the customer, and even less to do with the relationship. In fact, it often stands in the way of customer relations.

At the end of the day, it’s the people, not the technology, that will make or break the relationship. My all-time worst experience? Being told by Jim Keating, a Customer Service Supervisor at the old AT&T Wireless that “it’s not our responsibility to meet your customer service expectations!”

Increased business value used to be a byproduct of good customer service. Today customer service is a byproduct of trying to increase the business value. Consumers are smart. If you want to look into a crystal ball for your company’s future, take a look at where you fall. If you’re closer to lip service than real service, get your resume out today. Your future doesn’t look very good!

Download TechTripping.pdf

Original Post: http://blog.brandexperiencelab.org/experience_manifesto/2006/12/crm_article.html

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