Fast Company has an article about why–despite all the talk and all the CRM systems sold–decent customer service is so rare. In essence, it’s one thing to talk it, another thing to walk it.
…talking about focusing on the customer and actually doing it are two completely different things. That’s what makes truly customer-centric companies so worthy of our attention. They constantly try to innovate and manage based on what their customers want, not just on what they can sell to them. They do not delegate the customer experience to marketing or operations; it is a core function that has support at the highest levels of leadership.
So where does the Society stand with its CRM effort?