CRM – What’s that Spell?

Customer Relationship Management, or CRM, has become the acronym for customer service. Good old CARING what the customers need, want and how to best deliver it so that it’s a win/win deal.

I just posted on the subject of  “Too Big to Care” and I couldn’t leave the topic without mentioning Wal-Mart.  I must say I’m not a fan. I’m pretty sure Sam Walton would not be altogether happy with the behemoth it has become. Why? Because it has become the poster child for Crummy Customer Service. I think CRM in their training manual has been corrupted to Customer Repellency Methodology.

Anyone that’s been to Wal-Mart has war stories. I can recount a few because when a new Super-Center opened last year in a convenient location I had to check it out.  It doesn’t seem to matter that it’s new, clean and ginormous. The regimented line of check-out lanes would be great if they had cashiers actually staffing them. It seems they NEVER have enough lanes open to handle the volume of business efficiently.

Did you know:

  • Wal-Mart will sell more from January 1 to St. Patrick’s Day (March 17th) than Target sells all year.
  • Wal-Mart is bigger than Home Depot + Kroger + Target + Sears + Costco + K-Mart combined.
  • Wal-Mart is the largest company in the history of the World.

Yes, you can save money shopping at Wal-Mart. I’ve determined that the nickels saved are not worth the cheerfulness lost.

The  important thing is to learn from Wal-Mart’s example that cost is NOT more important than the experience. Granted, the People of Wal-Mart (yes, there’s actually a comedic site replete with photos and videos) seem to be attracted to the store but something tells me they are not your target market.

CRM. A pillar of  successful business. What strategy are you going to implement to improve in this area this year?

Explore posts in the same categories: Attitude, Business Strategies

One Comment on “CRM – What’s that Spell?”

  1. […] This post was mentioned on Twitter by Beverly Lewis, Beverly Lewis. Beverly Lewis said: Too Big to Care Post 2 I’ve determined that the nickels saved are not worth the cheerfulness lost. […]

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