I found this brilliant CRM video on Michael Seaton’s blog “The Client Side” and thought it was too good not to re-post.

In the video the caller is trying to order two “meat lover’s pizzas” and the lady in the call center uses the caller’s private information in their “CRM” program in a slightly dark, comical way.

The problem is that its not all make-belief.

Credit card companies, grocery food chains, and loyalty programs have very sophisticated “CRM” systems that stockpile personal information about you.  I think using personal information to influence sales by remote call centers is slimy.  Whenever someone calls me and wants to use my first name and tell me how much “such & such” company values my business, I get irritated and ask to be taken off their call list.

However, I think there’s lots of opportunity for small businesses to use automation to make sure they’re staying in contact with customers they do have a relationship with.  And when you’re trying to run a small business, it can be tough to fuel those relationships when you’re constantly trying to finish another project (or software product!).

Maybe they should change the name of “CRM system” for large businesses to “Creepy Customer Database” systems – because ultimately, that’s all they are.

PS – don’t be too alarmed by this video.  Smart technology doesn’t make a company bad, bad people do.