The CRM is Dead!… personally, I disagree
Nathan forwarded me a link recently extolling the fact that CRM is dead, long live CEM:
Whilst I don’t disagree with some of the points made in the article, I do feel that this type of argument requires you to take a ‘position’. Citing quotations such as:
“Do I have a relationship with 17 million people? I don’t think I do.
Do I interact with 17 million people? You bet.”
Jim VonDerheide, vice president, CRM Strategies, for Hilton Hotels
..to my mind completely overlooks the fact that for most small medium sized operations, CRM is actually about the business process, and getting things done ‘back-office’ in the most cost and time efficient manner thereby providing the client with an efficient and cost effective service.
It is obviously important for a business to present itself professionally and value its clients, however, let’s not lose sight of what business is about - singularly that is profit, profit pays salaries, rent, and every other incidental that needs to be paid for, lose sight of this at your peril.
