CRM Software - Holy Grail or Hysterical Hype?
A personal look at customer relationship management
There’s been so much written and said about CRM it would be easy to believe that customer relationship management software is a cure all for poor service.
Well, if there is one thing I have learned aboard the voyage of “CRM Discovery”, it’s that a cure all it is most certainly not!
Organizations have spent billions on this technology, but we have
to ask ourselves has it actually made customers happier?
I’m inclined to think not.
An over reliance of technology is never a good thing. I’m all for automating process where we can, but given the choice of speaking to a human being and speaking to an automated robot; I’d go for the good old fashioned human every time.
So, what’s the hype behind CRM?
Back in the ‘80’s we had ERP, then TQM (I know, I’m getting old!) and then came CRM. Customer Relationship Management to give it its full monocle.
And finally, my...
“CRM is the strategy that puts the customer at the heart of the business and uses appropriate technology to support it”.
How about that? Did you like it? I tried to encompass all the software
stuff whilst trying to convey the real basis of customer relationships –