Managing the Exceptions - Using CRM to Salvage Damaged Relationships
Earlier in my career, I covered the telecommunications industry. Nothing better prepared me for a career examining CRM than the sight of enormous corporations with immense customer bases failing to build any kind of relationship with their users and instead resorting to price as their major differentiator. Worse yet was the service aspect of these businesses. Perhaps because they were in constant churn-and-acquire mode, the resources devoted to service suffered. When something went wrong with a customer’s service, the resulting process often punished the customer.
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Managing the Exceptions - Using CRM to Salvage Damaged Relationships
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