Shifting from CRM to CRL: Embracing Customer Relationship Leadership

In the bustling world of marketing, Customer Relationship Management (CRM) systems have long been hailed as the holy grail, promising streamlined processes and enhanced customer engagement. Yet, amidst the allure of expensive cloud-based tools that promise to automate every interaction, a critical question emerges: Do customers truly want to be “managed”?

The reality is, perhaps not. Customers are not mere entities to be manipulated or controlled; they are individuals with unique needs, preferences, and desires. Rather than approaching customer interactions with a mindset of management, it might be more fruitful for marketers to adopt the philosophy of Customer Relationship Leadership (CRL).