- CRM as a sales tool.
I see you bought this, would you like this - NO GO AWAY.
- CRM fails to hide the organizational mess that hides behind the call centre.
- Anything not in their script they are unable to handle.
- Call centre rarely seems
empowered
. Staff bear the brunt of complaints they can do nothing about.
- Large companies and virtual enterprises have multiple unconnected call centres. (Only adds to the problem rather than solving it.)
- CRM as customer surveillance - fosters the illusion that the database contains the Whole Truth about customers
- Thus instead of promoting better relationships with the customer, CRM becomes a bureaucratic obsession with the content of the customer database.
Originally posted at http://www.veryard.com/business/crm.htm
With input from Lawrence Wilkes
For more on CRM see https://rvsoapbox.blogspot.com/search/label/CRM
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