CRM and other data driven items have removed much of the human element that we all crave. While we have been busy collecting all this data, including the voice of the customer, we have further pushed the consumer away. We have made it harder and harder to interact with the actual company. We base decisions, or sometimes indecisions on all these data points about the customer, instead of a more simplistic approach – thinking like a Customer.

Is that how CRM data really looks like:

What has been missing? We now know more about customers than ever before, yet we seem to be so far from them. Steve Jobs and Apple have taken a much different approach. What has been different is they do not seem to be caught up in this data driven world. They chose to be more artistic and design products they think customers will like.

Maybe the time has come to rethink customer relationship.

Short URL & Title:
Start thinking like a customer again — http://www.torbenrick.eu/t/r/jcf

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