CRM – Can’t Remember My name?


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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!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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