"Our Take" - CRM Christmas List

(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.
 
 
12/20/06 - CRM's Christmas List
What if the CRM industry has a Christmas list? What would be on list and why? Let me start with a few thoughts. Of course, feel free to add to the CRM Christmas list.
 
First on the list would be YouTube for CRM. Specifically, wouldn't it be great if YouTube had a full library of best practices, vignettes with consultant advice, and "how-to" instruction from vendors? Wouldn't it be great to use this online, social phenomenon for the betterment of the customer experience?
 
Next on the list would be Sarbanes-Oxley for CRM. Before you groan, let me explain. While we have rules on the proper accounting of financial assets, most corporations lack guidance on how to properly account for their customer assets. I'm not a big proponent of legislation to affect change but maybe it's time for something drastic. Now what's on your CRM Christmas list?
 
Gary Lemke, Publisher
(Share your thoughts)
 
12/21/06 - CRM's Christmas List - Continued
Yesterday, I started a discussion about what the CRM needs for Christmas starting with gifts of YouTube and Sarbanes-Oxley. Read on for a continuation of the list and don't forget to add your own gift ideas.
 
Next, I think it would be great to have a methodology to measure the effectiveness of various CRM solutions so those looking to acquire such solutions could determine real value. Of course, mileage may vary because an effective solution could be rendered ineffective by a poor implementation. Sound familiar?
 
CRM needs a Santa Claus. Not really, but wouldn't it be great if CRM had a universally recognizable and respected individual that could be the spokesperson for all good things CRM? Do you know someone who should step up?
 
Gary Lemke, Publisher
(Share your thoughts)
 
12/22/06 - CRM's Christmas List - Continued
Everyone at CRMAdvocate would like to wish you a Happy Holidays. We look forward to a great 2007! We will take a break next week from publishing CRMAdvocate Today. The next issue will be on January 3rd.
 
Before the break, let us finish our CRM Christmas list with one last item. Tops on the list for CRM would be a workable understanding of customer loyalty. What I mean by that is a deep, actionable, working perspective on what customer loyalty really means for a business and what a business can do to achieve real loyalty.
 
Yes, loyalty is elusive. It's not a new problem. It was on the minds of some of our greatest writers. William Shakespeare pondered, "O, where is loyalty? If it be banished from the frosty head, Where shall it find a harbor in the earth?" Well said, Bill.
 
Gary Lemke, Publisher
(Share your thoughts)