10: BEWARE OF PROCESSES
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Processes are essential, but in a process-obsessed industry, Volvo’s Baddeley has some words of caution: “We have to remember there is a customer at the end of it all and we don’t allow the process to triumph over the customer experience.”
Chad Sakonchick - 09/04/2014 00:12
In regards to #3 "Don't Rely on the Software," there is some truth to that, but the CRM shouldn't make your life difficult with too much manual logging of customer interactions.