It?s nice to get such a detailed overview of this year?s CRM conference. Two points stand out to me: the first, what Emily Yellin said about approaching customers in a human way. I think it?s easy to lose sight of the fact that our customers are indeed ordinary people. When we approach a potential sales or customer issue, it?s easy to think of the problem in terms of what customer intelligence we?ll compiled on the matter; what steps have been taken in the past; and what the best strategic approach might be. While all that may sound sensible from a CRM analytics point-of-view, Emily?s point is a welcomed reminder that customers are people first. Customers shouldn?t necessarily be viewed primarily as revenue; problems; or sources of potential additional revenue. We should approach customers with their feelings, considerations and emotions in mind; then proceed with a strategy.
The second point that hit home was the fact that CRMs are still alive and kicking, despite the new golden child: social CRM. It?s good to see the CRM community?s continued loyalty to CRM solutions. While there?s incredible buzz and attention being given to social CRM, we shouldn?t lose sight of CRM?s original design, potency or future capacity to deliver continued value.
Matt
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