December 21, 2012
Take a CRM Page out of Santa's Book this Season and Watch it Work for You
By Mini Swamy
Whether you believe in Santa Claus or not, whether you believe in the spirit of the festive season or not, one thing you can’t deny is that Saint Nicholas is a die hard fan of CRM and all of us will do well to take a page or two out of his book and see the magic it creates.
So what’s new you ask? It’s only new wine in an old bottle. Well, you may be right, but the one thing’s that’s missing is that not many practice CRM as assiduously as Santa does, and therein lies the difference.
Santa’s a veteran of big data and his database is always updated, his information correct and he ensures that everyone is taken care of, and more importantly keeps track real time of his customer’s interactions and chips in when there’s a problem -- customer satisfaction at its height, don’t you think?
Personalization is an important aspect of customer experience and the jolly old man realizes this more than you or I do. He believes that all the little details like knowing your name, how it’s pronounced, how it’s spelled matter a great deal, and also takes great pains to see that customer’s needs and desires are addressed adequately. He has the time and patience to listen to you, and that’s very, very important, because you feel special.
The guy’s a master of teamwork and efficiency and without the co-ordination and collaboration of his global force of customers, Santa would be helpless. But that doesn’t just happen, together everyone has to make it work and that requires effort, time, a lot of patience and method. The staff at the North Pole makes sure that the cold doesn’t freeze their efforts. They’re always tuned on and learn to deliver on time — right on schedule.
It’s the season of giving, share your experiences with others and lend a helping hand whenever you can. You’ll never lose out for you get back more than you ever give. Customer relationship is all about bond, brand and loyalty, see that these are intact and Santa will be hard pressed to compete.
Remember, Santa may be a myth, a holiday legend, but the aura and the charm that surrounds him make him the best CRM manager that ever was and perhaps, ever will be.
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Edited by Rich Steeves