I know that sometimes we need to deal with complex problems, markets and processes. But, one simple thing stays the same, customers want service. It doesn’t matter if the price is cheap, customers still want some kind of service. I was thinking this over, and thought, in relation to CRM software, less can be more. If things are kept simple, then staff have the freedom to serve the customer. If we control processes too tightly, then customers hear the phrase “I’m sorry, but it’s against our policy”, and customers don’t want to hear that, so they won’t be coming back.

When solving certain problems, CRM needs to have a level of complexity, but let’s not forget the simple things, as they can make all the difference.