Strip-mining is simple. You find a patch of earth and dig until you’ve used up what's there. Then you hope you can find somewhere else to dig.
Traditional CRM platforms encourage this same approach to customer, argues RightNow Technologies CEO Greg Gianforte. They're designed to help companies squeeze as much revenue out of their customers as possible. These platforms simply accelerate the process by which companies strip-mine and then lose their customers – forcing them to constantly find new victims.
In fact, while 76% of firms polled by a leading analyst firm indicate they have some type of CRM, 80% of customers stop doing business with companies because of a bad experience. So there are obviously lots of companies that have deployed traditional CRM and still treat customers badly enough to lose them.
The flaw in the strip-mining CRM mentality is obvious.
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