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False notions of customer-centricity

I guess if you’re some megaconsultancy with high overheads that recycles old business models then the discredited notion of pedalling Customer Relationship Management probably seemed like a good idea. The reason is that there’s a huge wealthy client, an HSBC, a Hilton or a Waitrose who can justify extortionate day rates because CRM cuts costs and makes it easier to introduce discriminatory pricing.

The fact that banks or supermarkets pay good money for this may contribute to the delusion that CRM-style thinking, as we observe it in Transformational Government, is somehow “customer centric”. But customer-centric things have the customer at the middle, not somebody else’s CRM database. It means above all listening to what is needed, and not doing things to people based on shrill assertions about what they like, dont like, and need.

People from the megaconsultancies may well be very smart about how to improve profits - I’m no expert. But I wouldn’t take their advice about improving the things I care about in our relationship with the state. Yet that is what seems to have happened.

Published by William Heath on 28/11/07 at 1:20am

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Ideal Government

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