Customer Relationship Management Fail (or Success)

thumb_CRM-ButtonI’ve been thinking a lot about CRM lately. About how some organization seem to get it and some simply don’t. And those who get it appear to be fantastically better than than the ones who don’t get it. I don’t understand why some organizations aren’t better at this(or don’t seem to be trying) when I perceive the return to be huge.

I have season tickets with two nearby sports teams. One gets it and ones doesn’t.

In the one case, I needed an extra ticket at a certain level to get a visiting family member into the club space. I called my contact there and asked if I could buy another ticket (they don’t sell single game tickets) and the reply was that ‘he would take care of it and there would be a ticket at Will Call under my name.’  No questions. No hassle. No charge. The same organization has done other great things for us that were not needed or even expected.

The other team, despite much more expensive tickets, barely knows my name. I once asked about getting a guest’s birthday posted on the screen at half time and I was told they would take care of it. Didn’t happen. Wasn’t there. Never heard back from my contact afterwards either. They also seem to take better care of their business customers better than their individual/family customers.

Another organization that I interact with bends over backwards to help me get things done. If I need help, they just take care of it. Even things that they shouldn’t have to do for me, they take care of it because they are great service providers to me. Yes, they make money selling me services but they bend over backwards to help me be successful.

I will routinely have sales executives come to visit me and I find that some know a lot about me and some know nothing. Some have read this latest post here which is funny and interesting to me. They comment on it. That is almost creepy, but it means they are doing some research and they are trying to better understand their customer.

Someone sent me an email recently commenting on my LinkedIn profile in a funny manner. They made the attempt to connect with me from that description. Another person a few years ago noticed my ‘donkey handler’ skill on LinkedIn.

Related, there was an article a few months ago which said the following about sales,

By providing personal, determined, and honest service instead of the hard sell, it’s possible to build long-term relationships instead of quick, one-time sales

Much to think about here. I think I could do sales (but I don’t want the travel).

1 thought on “Customer Relationship Management Fail (or Success)”

  1. Great blog post and great observation on customer service. We try to go above and beyond our clients expectations as well but we don’t always hit the mark. This is something we all have to continue to improve on. Thanks, I love reading your blog.

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