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A very interesting perspective and I learned a few things. One minor quibble, the author stated in the 1 st paragraph:
"Customers expect you to know who they are, know the nature of their existing relationship with you, know what you told them last week, fulfill the product or service you promised them, and treat them fairly and consistently."
But sometimes I really don't want you to know me. I occasionally purchase a book or a piece of software from Amazon. They bombard me with offers based on some of the techniques discussed in the article. They have this goofy gold box, just for me, with special things in it, just for me. Well, they do a very poor job then since I found the items in the "special" gold box just for me to be craptastic. I would never buy any of that stuff. Another hint, just because I purchase a book or two on say Project Management, that does not mean I will buy 10 books on project Management even if the discount is 99%. I think having a way to manage customer relationships is essential but the execution is often overbearing, intrusive, irrelevant and annoying. Amazon turns me off so I only go there as a last resort rather than have it be the 1st place I go. All because they think they know me. I really don't want them to know me. Nothing personal. - Posted by: Sunny Jalolly Posted on: 03/23/05 You are currently: a Guest | Members login | Terms of Use
Fascinating
Sunny Jalolly | 03/23/05
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