CRM – Can’t Remember My name?

18Apr CRM – Can’t Remember My name?

I got an email through today from a company promoting their CRM software solution. It extols the virtues of Customer Relationship Management and explains that CRM is……. a business philosophy involving identifying, understanding and better providing for your customers, while building a relationship with each customer to improve customer satisfaction and maximise profits. It’s about understanding, anticipating and responding to customers’ needs.

It goes on to say that ….. to manage the relationship with the customer a business needs to collect the right information about its customers and organise that information for proper analysis and action. It needs to keep that information up-to-date, make it accessible to employees, and provide the knowhow for employees to convert that data into products better matched to customers’ needs.

Apparently their product will do exactly that, which all sounds great and very much worth having.

However, the email then said….

This email was sent for the personal attention of Jean Edwards of Hallmarks Business Developement….

A couple of points….

1. We sold our business Hallmarks Business Development 8 years ago!

2. There was never anyone who worked there called Jean Edwards!

3. ‘Developement’ should have been ‘Development’!

That’s what I’d call an eFail!

Talk about ‘missing the target’! Nearly as bad as the time I turned up late to run a time management course!

  • Saurabh Khetrapal
    Posted at 19:54h, 18 April Reply

    Little details can quickly destroy the customer experience. You have to make sure you know exactly who you are talking to and what they are expecting from you.

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