Filed under Customer Experience

1-800-FLOWERS commits the cardinal sin – again

Building a customer relationship starts not with CRM but with a good product or service, and the ability to deliver it. That’s the foundation of your business. If you fail at that foundational aspect of your business, no CRM program’s going to save you. That said, I have just identified a company that is on … Continue reading

Are your people the weak links in the CRM chain?

By Chris Bucholtz I never get tired of talking about CRM as a discipline, not a technology. Yes, yes, yes – the technology allows you to scale the discipline, but ultimately, the ideas, initiatives and actions that result from CRM and reach customers are not executed by technology – they’re executed by people. (Clint Oram, … Continue reading