Most large companies spend millions of dollars implementing CRM (Customer Relationship Management) software in order to 'know and understand their customers better'. CRM was one of those industry buzzwords that came out of nowhere about a dozen years ago. So here's a question for you?
Is the customer experience now better than it was in say 1990. No, I didn't think so.
So what's it all about. The obvious answer is that CRM's go hand in hand with call centres and the means a lower cost per customer interaction transaction. So the question is "Do you have a relationship with your call centre?". No, me neither. Any ideas what we should be calling CRM?
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