CRM without software

I have just spent an amazing couple of days with a major car dealership in South Australia. This company knows where it wants to be but is struggling to sort out the “how”.

I have been helping them sort out a potential strategic roadmap of initiatives. The interesting thing is that they are, in many ways, well on the way to becoming Customer Centric. Their Dealer Principal is an eneregetic, innovative customer champion who has implemented many initiatives that are outstanding. His team are equally passionate about enhancing the customer experience and already offer an experience that is loved by their loyal customers. Whether it is their use of customer follow-ups. Net Promoter or obsessive attention to customer service quality, it appears to be working. But here is the interesting thing: It has all been achieved without the use of any software. Many of the processes that CRM software automates is done manually. Their customer data is in the heads or on the notepads of their customer facing staff. It really is amazing to see just how effective a paper process can be! Just think what they could do with a CRM system enabling these processes. It is an exciting prospect for them but equally inspiring for me to see the power of good people combining with good processes to enable customer centricity.

Author: Nick Davey

Evangelist, Strategist, Leader, Implementor, Author, Speaker and all round nice guy, Nick has built his entire career on improving the management of customers both from a customers perspective "looking in" and from within an organisation "looking out". You might call it Improving the Customer Experience. Many call it CRM aka Customer Relationship Management or, as Nick often says, Constantly Realigning Misconceptions. Nick reiterates that his comments are his own personal comments and do not necessarily reflect the opinions, strategy or views of any previous employer or customer.. He is delighted to be impartial and able to share ideas with open minded and collaborative professionals around the world. Outside of his passion for CRM, Nick pursues other less demanding passions and interests whilst watching as much Sport as his long suffering wife will permit. View all posts by Nick Davey