Customer Relationship Management More Likely To Piss Off Customers

from the relate-this dept

One of the big consulting firms that was pushing lots of companies around the world to hire them to help implement big, costly CRM systems has now released a study saying that CRM systems are no good at all for customers. Most people feel that customer service is worse after companies set up such systems. Perhaps that's because most of these systems are focused on "automating" customer service. The last thing an upset customer wants is to be "automated," but to have their problem understood and handled professionally. So, now, does this same consulting firm go out and convince companies that it will help them un-implement their CRM systems?

Add Your Comment

Have a Techdirt Account? Sign in now. Want one? Register here
Get Techdirt’s Daily Email
Save me a cookie
  • Note: A CRLF will be replaced by a break tag (<br>), all other allowable HTML will remain intact
  • Allowed HTML Tags: <b> <i> <a> <em> <br> <strong> <blockquote> <hr> <tt>
Follow Techdirt
Advertisement
Essential Reading
Techdirt Deals
Techdirt Insider Chat
Techdirt Reading List
Advertisement
Recent Stories
Advertisement
Support Techdirt - Get Great Stuff!

Close

Email This

This feature is only available to registered users. Register or sign in to use it.