04-09-2006, 10:15 AM
Being too attentive to your customers can drive them away:
full article: http://www.clickz.com/experts/crm/traffi...hp/3596896
Quote:Technology has enabled us to reach out to customers in ways we never could before. We have detailed reports covering what individual customers do, how they interact with our companies (over multiple channels), and if they're on our Web site at this very moment (and if so, what they're looking at). Yet our CRM strategies haven't evolved along with the technology. With great technological power comes an even greater customer contact strategy responsibility...
It's fantastic to really understand our customers. We can track their behavior and provide information that's relevant, timely, and important. But there's an art to that science. We need business rules that don't smother our customers with customer service. Some companies (like two of those mentioned above) actually drive away customers because of their customer service...
full article: http://www.clickz.com/experts/crm/traffi...hp/3596896