Act small, Think BIG
For many years, I have believed the CRM, BPA, CEM (choose your favorite acronym) movement was a way to allow big business to act and feel small to their customers. I spent years working in this space, selling CRM to companies as the magic pink pill. In the end most CRM initiatives ended up being about simply improving customer service. After all, CRM is not about the product we offer, how we position the product, the expectations we set, how we sell our product, or how we manage our customers, its all about those folks who service customers who don’t make them happy- right?! Wrong
Seth’s blog Too Small to fail, makes me think that if ALL companies approached everything they do by acting small, while thinking BIG, most companies would save quite a bit of $$ and reap the benefits of increased retention, increased wallet share and ultimately increase their profits. Thanks Seth for the thought provoking post.
