Convergent services, divergent CRM
A while back I related the woeful experience of one of my colleagues in joining the "free broadband" revolution. She has just told me that a couple of nights ago she received a marketing call from none other than Wanadoo UK, to alert her to the new offer from Orange. Apparently it took some considerable time to convince the enthusiastic caller that not only did she already know about the fantastic new offer, but that she had already signed up. Recall that previously she had to spend some considerable time convincing them that she was already a broadband subscriber. Now yet another apparently separate database is flagging her as a good prospect for upgrade - two weeks after she's signed up.