tag:blogger.com,1999:blog-19272053.post219108397759403350..comments2023-10-21T17:05:31.600+05:30Comments on Oh I See (CIO Inverted): The power of CRM to alienate a customerOh I See (CIO inverted)http://www.blogger.com/profile/15611012582757369102noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-19272053.post-81012749230170478642010-06-07T16:27:01.140+05:302010-06-07T16:27:01.140+05:30Hi! Arun,
I believe, the blame goes a lot more to...Hi! Arun,<br /><br />I believe, the blame goes a lot more to organizational processes. Being in CRM Technology space for a long time, I have seen organizations crossing all boundries when it comes to following processes and so do their business associates. Take an example of a mega residential construction company in UP. I keep on getting sms's and phone calls from the brokers and agents inspite of the fact that my phone no is very active with DND facility initiated by TRAI. When I asked them if they bothered to check if the no that you SMS or call is registered with DND, they mentioned that the exorbitant targets and incentives do not permit them to do so and at the same time, there is no regulatory body to take necessery action against them (If there is, even I have not heard about them). <br />So unless an organization sets up a governance team to ensure that the sales team and the business associates do not go hay wire, we shall continue with this problem for ever and ever.....CRM is system + process + governance.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-19272053.post-20336808796533426962010-05-27T17:44:28.951+05:302010-05-27T17:44:28.951+05:30Dear Arun,
Yes as you well mentioned, "So wh...Dear Arun,<br /><br />Yes as you well mentioned, "So who cares", I would like to point the issue with even little different angle. I break the issue in three parts : <br />a) Having a technology<br />b) Defining the technology<br />c) Utilizing the technology<br /><br />Now when you had faced the problem of your policy issues, I must put your problem in point "C" category. Technology provides you all kind of information but which information to pick up and to utilize is in the hands of people categories called 'So Who cares". <br /><br />Its like how campaign manager defined the campaign, assign the responsibility and use the technologies. Their so called "Who cares" attitude then gets converted on "Ignorance or lack of knowledge" and again issue goes back to the technology inventor or implementer.<br /><br />Victims are "Probable" customers like you or the team inventing/implementing the technology. For others its "So who Cares".Bhavin Kotharihttp://in.linkedin.com/in/kotharibhavinnoreply@blogger.com