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Think of a recent interaction you have had with a large organization. Do you think they...

Think of a recent interaction you have had with a large organization. Do you think they were using a CRM? How was this reflected (or not) in the interaction? How do you think the interaction might have been improved by using a CRM system (or using it better)?

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Answer #1

On my visit to a giant electronic retail chain, I voluntarily consented to filling up a form, whch included some of my personal / family details. I received a welcome message along with an introductory discount of 15% on any of the product displayed on the store. I keep on getting the messages twice or thrice a year from them, inviting me to their promotional events and festive sale, besides on my birthdays and anniversary.

The CRM which they use could have been better, if they tried to know more about their customers and customise their offers to suit specific needs such as offers on laptops, ipads and gaming consoles for youngsters, while on home applicances and smartphones for families. They don't customise as of now. I can say this as many of my friends always receive identical messages.

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