A recent story by Colin Barker at ZDNet shows that CRM failing to satisfy UK customers.
As Barker explains: "UK companies are still struggling to retain customers as poor service, with endless waits on the telephone cited as major reasons for customers to move, a major survey has revealed.
Some 65 percent of British consumers have withdrawn their custom because of poor customer service experiences and over a quarter (27 percent) vowed never to return, according to the UK Customer Experience Report 2006 from Harris Interactive. The same survey revealed that good service is extremely high on most consumers agenda with 78 percent saying they would give more business to companies that provided good service, indicating that good service is as important to many consumers as price."
The simple premise of servicing the customer properly appears to be being missed in a welter of technology and ill-conceived outsourcing/cost cutting exercices.
One reply on “CRM = Customer Relationship Massacre”
Is this the difference between Marketing (if it moves it’s a customer) and Public Relations (If it’s a person it’s a person)?