{"id":1293,"date":"2005-04-23T00:00:16","date_gmt":"2005-04-23T00:00:16","guid":{"rendered":"http:\/\/zmetro.com\/?p=1293"},"modified":"2005-04-23T00:00:16","modified_gmt":"2005-04-23T00:00:16","slug":"the_death_of_a","status":"publish","type":"post","link":"http:\/\/www.zmetro.com\/?p=1293","title":{"rendered":"The Death of a Salesman"},"content":{"rendered":"<p>Frank Hayes offers some useful <a href=\"http:\/\/www.computerworld.com\/softwaretopics\/crm\/story\/0,10801,101133,00.html\">comments<\/a> on the perils of CEM (Customer Elimination Management using CRM &#8211; Customer Relationship Management Software):<\/p>\n<blockquote><p><i>Siebel was built, inside and out, on CRM. Siebel was all about automating CRM as a business process.<br \/>\nTrouble is, customer relationship management isn&#8217;t primarily a business process that can be automated. Real management of customer relationships is a culture, a strategy, a way of doing business.<br \/>\nAnd too many organizations use CRM in a way that marketing guru Herschell Gordon Lewis has dubbed CEM &#8212; customer elimination management.<br \/>\nThey don&#8217;t use CRM software to help good salesmen do a great job. Instead, they feed customers into the CRM sausage machine, a mechanical data-grinder that combines a phony familiarity &#8212; strangers in a call center who know everything about the customer &#8212; with a relentless, robotized drive to sell, sell, sell. <\/i><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Frank Hayes offers some useful comments on the perils of CEM (Customer Elimination Management using CRM &#8211; Customer Relationship Management Software): Siebel was built, inside and out, on CRM. Siebel was all about automating CRM as a business process. Trouble is, customer relationship management isn&#8217;t primarily a business process that can be automated. Real management [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"_links":{"self":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/posts\/1293"}],"collection":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1293"}],"version-history":[{"count":0,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/posts\/1293\/revisions"}],"wp:attachment":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1293"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1293"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1293"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}