CRM - CUSTOMER SERVICE AT ITS FINEST!
I walked to work this a.m. I noticed the morning air, heavy with a slight chill. Pasadena California is pretty.
While I passed several large vertical bank buildings, a man was walking towards a door, carrying three large pink boxes, I assumed ladened with donuts. He also had another package that was proving to be unmanageable as he was shifting the package from hand to hand.
I walked towards him with a smile and offered to assist with the door that he was about to enter. He turned to me, looked at me and said, "Oh, No! I can get it." As his hand slowly went to the door handle, he was aware that he had to keep the balance or the boxes would fall. I opened the door for him, and he thanked me.
I walked a little farther down the sidewalk towards IndyMac located on Lake Ave. In the distance, while still on Colorado Ave., a blind black man with a white long skinny cane was slowly sweeping it back and forth as he headed towards me. He gently touched an edge by a sidewalk planter almost walking into the planter when the proprietor of a restaurant came out, put his arm out for the man to grab on to and escorted his customer to safety through the doors of his eatery.
How about that! That is customer relationship management the way it was envisioned-not the buzz word that it is today, with its crappy interfaces, phony deliverables and a nightmare to the organization in terms of interface and costs.
What do you say?
Lyle K'ang, MBA/IM
Sr. Business Analyst
VITConsultancy and Cognizant Technology Systems for IndyMac Bank Disaster Recovery Infrastructure.
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