In this regular weekly feature, CRM News and Resources gathers together the latest CRM articles online. This week we have an interesting round-up of articles talking about CRM technology vs. customer service, Blackberries and CRM, and taking care of other stakeholders in the hospitality industry.

CRM does not equal “customer service”

From BizCommunity.com:

“It is amazing that people still believe CRM technology can be the answer to all customer satisfaction problems. CRM or Customer Relationship Management has been used as the latest IT “hot product” and has very little if anything to do with customers. Customer Satisfaction unfortunately cannot be achieved by a piece of software alone, no matter how expensive or effective this software might be.”

Read article here.

BlackBerry: CRM’s Paradox

From CRM Buyer:

Bottom Line: Solving the paradox of CRM on BlackBerries starts with a focus on predicting and responding to clients first, and for many companies the goal of upselling their customer base can serve as a galvanizing point in applying this technology. For many companies, however, their lack of ability in defining processes to get real-time data to sales reps in the first place keeps BlackBerries in the role of roving e-mail client.

Read article here.

Guanxi In Hospitality

From Express Hotelier & Caterer:

The hospitality business has other stakeholders as well. How do we integrate these other-stakeholders into a relationship management? It is necessary, therefore, to have a Stakeholder Relationship Management (SRM) to obtain a similar synergy as in the case of CRM. This is where the Chinese concept of ‘Guanxi’ steps in.

Read article here.