I have been revisiting the idea of customer intent and its implications. Social media has exploded given customers and prospects the ability to express intent. Buyers signal. Customers signal. Competitors signal. These signals are important data points for the Sales, Marketing and Service — the 3 big users of CRM systems.
A great recent example of this phenomenon is the Netflix price increase. Customers revolted and the company found itself in reactionary mode. Reid Hastings’ blog post will be remembered and studied for years. Is it a coincidence that Amazon’s (Disclosure: The wife works at Amazon, but does not read my blog) Kindle Fire announcement states the following?
There are two types of companies: those that work hard to charge customers more, and those that work hard to charge customers less.
The real interesting thing about these two companies is one forget their competitive advantage and the other did not. Kindle Fire and the new Kindles look like winners, Netflix is left spinning Qwikster, which is already being compared to New Coke. Amazon listened to customers, Netflix did not.
This example shows the implications for CRM. Signals are positive or negative. Sales, Marketing and Customer Support have to be able to filter and respond to the signals that matter to their mission. In the end, it is all about how you support the customer across the customer life cycle. The next evolution in CRM will be how to focus on the signals and understand customer intent.
