"Our Take" - 2007 CRM Resolutions

(Past Editions by: Date, Title, Topic)

 
About "Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
1/3/07 - CRM Resolutions
Welcome to 2007. Ready or not, here we go! Let's start the year with a few CRM resolutions. So raise your right hand and consider pledging the following resolutions.
 
First, do you resolve not to consider technology as a universal solution for customer woes? I know this is obvious but we continue to see an unhealthy reliance on technology to solve problems. Indeed technology is necessary but too much focus on the technology often blinds us to addressing the non-technology issues. Hint: think people and process.
 
Second, do you resolve to not start any CRM project without clear and deep commitment from the board room? In fact, make sure your commitment runs at least two deep just in case the primary sponsor gets lost. We're not done with resolutions. Come back tomorrow for more.
 
Gary Lemke, Publisher
(Share your thoughts)
 
1/4/07 - CRM Resolutions
Yesterday, we discussed two CRM New Year resolutions. Today, let's continue with a few more.
 
Next, do you resolve to keep the 'customer experience' front and center when you look for operational efficiencies? In other words, it is always important to look for cost improvements or reductions in time but not at the expense of the customer.
 
And, do you resolve to never underestimate the power of the irate customer? If we believe that a bad reference travels farther and further than a good reference, we must always be mindful of bad customer experiences that can poison all the good ones.
 
Gary Lemke, Publisher
(Share your thoughts)
 
1/5/07 - CRM Resolutions
The last two days, I've shared a few New Year resolutions to consider as part of your CRM commitments in 2007. I guess I should wrap up this week by sharing a few of our own resolutions.
 
Number one is to have fun. We take our responsibility of providing the most comprehensive and most real time CRM information possible very seriously. But that doesn't mean we can't have a bit of fun along the way. Next, we resolve to be the best we can be. We have delivered thousands of editions of this newsletter and I wish I could say that they have all been error free but they have not. However, we resolve to maintain the highest quality standards possible. (And we know you will let us know when we slip up.)
 
Lastly, we resolve to be your Advocate. In bringing you resources you can use to better your CRM strategies, please know that we promise not to be unduly influenced by outside forces. Indeed, we have advertisers that pay for the cost of delivery this newsletter, but we will never let that arrangement get in the way of being your Advocate.
 
Gary Lemke, Publisher
(Share your thoughts)