You Need to Know This New, Pioneering Approach to CRM

Optimizing visual design and added features is no longer a sustainable approach to CRM

Optimizing visual design and added features is no longer a sustainable approach to CRM

I’ve been working in and around traditional Customer Relationship Management (CRM) for over 20 years. As the Farmer’s insurance guy says “I know a thing or two, ‘cuz I’ve seen a thing or two.” I’ve been on a long struggle to understand my customers, and in doing so realized that the tools and platforms we’re using need to be blown up and thrown out with the trash!

No, I’m not “really” kidding

I started all this nonsense talk on Paul Greenberg’s ZDNet blog about 4 years ago in a post entitled Reinventing CRM. If you have time, I hope you’ll have a read. I’m ready to get more prescriptive than I was then. Well, some of that will need to come with another post for everyone’s sake!

A Quick Look at CRM’s Ugly Past

Let’s first identify the constraints that old-timers like me used as excuses for CRM project failures over the years. We need to get these out of the way since they’re no longer valid.

• We had to mana…