Does CRM still frustrate you, the would-be buyer all these years later?
I recently ordered a relatively expensive product from a well-known retailer. At their prompting, I signed up for ‘track order.’ Three days later, my inquiry was responded with, “the order has been placed.” Ok, but I already know that. Are you still processing the (digital) paperwork? Will I get a notice next week that the product is out of stock, or does the company even care? Another worthless, CRM automated reaction. Oh, by the way, I received a ‘pop up’ survey about my experience with the site 10 seconds or less after I logged on. A waste of my time, worthless and makes me less likely to return to that store. Almost the same reaction as spending hundreds of millions to change a corporate image, only to redraw and eat those expenditures–More shareholder value destroyed by idiots.
Give me a break, we are almost at the end of calendar year 2025, and this ecommerce stuff has been around for a while. Apparently, not for some. Makes me want to buy a whole lot of your stuff–NOT!
Get with the program and make MY customer experience at least not–“I am so pissed off . . .”
Fix The Basics
Ai is all abuzz. The latest shiny object it may be the maker of the first trillionaire. This all great, but what if I only want a dinner reservation, airline reservation, doctor’s appointment, or online order status.
We cannot forget in the hype/heat of the moment that the core requirements of the organizations must be properly services. If this is overlooked or underfunded, AI nirvana may illude the firm entirely. After all, someone has to keep the lights on if hundreds of billions of dollars are to be spent on the new, (more on whether this level of spending even makes sense in a future blog).
US football season is started and once again coaches are teaching even established super stars to pay attention to the basics–blocking and tackling. Happens every year.