CRM: Leading by Example

June 20, 2007

I can’t recount how many times I have had the following conversation.

Caller from existing IT supplier: “Hi.  I’m Joe Bloggs.  Let me introduce myself.  I’m your new account manager from ACME Company.  Can I tee up a time for a coffee?”

Me: “Sure.  How about next Monday 9am?”

Caller from existing IT supplier: “Great.  See you then.”

Me: “Oh, can you email me your details just in case I need to reschedule?”

Caller from existing IT supplier: “Erm.  Actually.  Can I have your email address?”

Me: “You should have this in your CRM!”

Caller from existing IT supplier: “Yeah, but….(range of lame excuses)”

It’s disturbing that so many IT companies, many of which sell and consult on CRM systems,  can’t recall my email address.

They say that everything has to come from the top.  Well, if our CRM suppliers can’t even recall an email address, what hope is there for others to get their CRM nailed.

OK, I’m kinda exaggerating, but I hope you get my point…

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