Customer Are Always RSS feed:Is Cost and Time Getting In the Way?

[David Sandusky]

My RSS Feed is dedicated to customer service and Has Just Posted the Following:

What do you know about your customers? How are you gathering that information? Customer World has an interesting post with some statistics from a recent survey conducted by CMO Council. Here are a couple worth noting:

• 49.1 percent of respondents blamed "inadequate systems and infrastructure" for limiting personalized communication initiatives.
• "Lack of customer data and insight" and "cost and complexity" were also cited as major contributing factors by 46.2 and 43 percent of respondents, respectively.

Judging from these statistics it seems that companies don't want to take the time to fix their systems and infrastructure. Not only that, there are also huge cost and time investments to make things right.
But what if you did invest the time and money to improve your systems? Can you think about the possibilities? Can you think about how much money you could make simply by making it easier on yourself to get customers' information?

Just some food for thought for the week...
Photo Credit: Jennifer R.
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