Customer Relationship Mgmt: Try Laughing
A lot gets written (and big bucks spent) re CRM (Customer Relationship Management) systems. Certainly, we need to accurately track and update information about current and potential customers. However, the best system in the world is - when all is said, done, and typed - merely bits and bytes. Notes and numbers don’t a relationship make. Which brings me to laughing.
I’m very fortunate that, as a consultant, I can choose with whom I work. In fact, I’ve gotten terribly spoiled. My clients are smart, savvy, and - yes - fun. Example: In a brainstorming meeting last week, a client and I spontaneously burst into song, “Tonight, tonight won’t be just any night…” when talking about event planning. Then, we laughed and got back to work on nitty-gritty details. Of course, this goofy joyous relationship didn’t happen immediately. I certainly wouldn’t have started singing in our first (or even fifth) meeting. I’ve been working with the group for months and we’ve learned our respective strengths, weaknesses and funny bones.
So, if you don’t feel comfortable laughing with your customers/clients - you may need to rethink that CRM system from the ground up.
Tags: customer relationship management, customer service , business development
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