CUSTOMER CARE IN 2020

Operator : "Thank you for calling Pizza Hut . May I have your..."

Customer: "Heloo, can I order.."

Operator : "Can I have your multi purpose card number first, Sir?"

Customer: "It's eh..., hold........ ..on..... .889861356102049 998-45-54610"

Operator : "OK... you're... Mr Singh and you're calling from 17 Jalan
Kayu.

Your home number is 4094! 2366, your office 76452302 and your mobile is
0142662566. Which number are you calling from now Sir?"

Customer: "Home! How did you get all my phone numbers?

Operator : "We are connected to the system Sir"

Customer: "May I order your Seafood Pizza..."

Operator : "That's not a good idea Sir"

Customer: "How come?"

Operator : "According to your medical records, you have high blood
pressure and even higher cholesterol level Sir"

Customer: "What?... What do you recommend then?"

Operator : "Try our Low Fat Hokkien Mee Pizza. You'll like it"

Customer: "How do you know for sure?"

Operator : "You borrowed a book entitled "Popular Hokkien Dishes"
from the National Library last week Sir"

Customer: "OK I give up... Give me three family size ones then, how
much will that cost?"

Operator : "That should be enough for your family of 10, Sir. The
total is $49.99"

Customer: "Can I pay by! credit card?"

Operator : "I'm afraid you have to pay us cash, Sir. Your credit card
is over the limit and you owe your bank $3,720.55 since October last year.
That's not including the late payment charges on your housing loan, Sir."

Customer: "I guess I have to run to the neighbourhood ATM and withdraw
some cash before your guy arrives"

Operator : "You can't Sir. Based on the records, you've reached your
daily limit on machine withdrawal today"

Customer: "Never mind just send the pizzas, I'll have the cash ready.
How long is it gonna take anyway?"

Operator : "About 45 minutes Sir, but if you can't wait you can always
come and collect it on your motorcycle.. ."

Customer: " What!"

Operator : "According to the details in system ,you own a
Scooter,...registra tion number 1123..."

Customer: " ????"

Operator : "Is there anything else Sir?"

Customer: "Nothing... by the way... aren't you giving me that 3 free
bottles of cola as advertised?"

Operator : "We normally would Sir, but based on your records you're
also diabetic.... ... "

Customer: #$$^%&$@$%^

Operator : "Better watch your language Sir. Remember on 15th July
1987 you were convicted of using abusive language on a policeman... ?"

Customer: [Faints]

CRM-Continued

Continuing on my last post on CRM, here are few other viewpoints

CRM is not a software package or any program that can lead to increase in customer loyalty. CRM is basics of all MIS. CRM is the frame of mind in which all the information regarding the customers are placed in the right manner. It may include collecting the right information. If you keep a hard copy of the files on each customer indexed and dated properly that becomes the customer history. Each files becomes the MASTER CUSTOMER. Put the main contact details on the top of the file, makes it easier to find the information without much work. Similarly using basic office package A CRM system can come into place, all it requires is proper naming and organisation.DISCIPLINE IS THE MOST IMPORTANT FACTOR FOR RUNNING THE PROPER CRM SYSTEM.

Using IT does help, but mostly the frame of mind for using CRM is more technically oriented then marketing /MIS/commen sense oriented . People don't think of what information is required, they are just overwhelmed with what is possible with the software and start producing all kind of data and information.

The best way to implement CRM is first getting the basics culture right of putting things in record and in proper places with right indexes and process and then integrate it with software option which results in automation.

BUT REPORTS & INTELLIGENCE FROM CRM SHOULD BE VERY OBJECTIVE & SHOULD BE FOCUSSED ON WHAT IS REALLY REQUIRED.