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What if Customer CRM Touch Points Translated to Staffing? follow this blog post

posted by on July 27, 2008
This morning the car dealer that sold me my latest gas guzzler sent the following email to me:
 
From: Doug Wells at Ray Catena Motor Car Group
Sent: Sunday, July 27, 2008 2:32 AM
To: Gerry Crispin
Subject: Is it time to trade in your C350w4?

 


Dear Gerry,
I was just reviewing your records and noticed that your C350w4 has almost 36,000 miles on it.
Are you interested in selling your C350w4? If so, there is a strong used car market and we may be able to give you more than you would expect.
Should you choose to purchase another vehicle from Ray Catena Motor Car Group, we have many new models to choose from.
Thank you and I look forward to hearing from you.

Respectfully,
Doug Wells
General Sales Manager
dwells@raycatena.com
732-549-6600


P.S. - Should you decide to purchase a new vehicle from us, included in this email is a Check for $300 dollars towards the purchase of any new vehicle at Ray Catena Motor Car Group. Please present this check/email as verification.
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I loved the note and its obvious timing and have been looking for examples of CRM - that reflect touchpoints that could be translated to staffing situations- if only to contrast the current reality of CRM tools that are essentially empty contact management templates and little else.
Below I've rewritten a 1:1 translation of the above email with the notion that staffing could (in this fantasy) target their own employees from a talent re-acquisition perspective at a point where they are more likely to be vulnerable to turning over.
From: Doug Wells at our GreatCompanyToWorkFor
Sent: Sunday, July 27, 2008 2:32 AM
To: Gerry Crispin
Subject: Is it time to re-consider your career with us? 

Dear Gerry,
I was just reviewing your records and noticed that you have been with us two years working as an Engineering Project Leader.
Are you interested in continuing in your current role or are you looking to examine other career possibilities? If so, there is a strong internal and external market for your skills and, our staffing and development professionals may be able to give you more insight than you might expect.

Should you choose to look at new options at our GreatCompanyToWorkFor, you may discover we have many new career paths you can choose from.
Thank you and I look forward to hearing from you.

Respectfully,
Doug Wells
Director, Talent Re-Acquisition and Development
dwells@GCTWF.com
732-555-5000

P.S. - Should you decide to examine a new career path with us, included in this email is an additional budget authorization for $3000 dollars toward your development this year.
Next week at our Seattle Colloquium meeting I plan to challenge teams to examine the connection between customer and staffing CRM thinking.
Do you have a customer CRM touchpoint that would turn staffing on its head?
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2 comments

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  • 1 point 15 months ago

    Professionalize succession planning? Gerry, are you mad?!?!?!?!?

    Back in the days at Pitney Bowes, I briefly worked for Rich Dapra, simply the best OD mind I've ever known. In attempting to move succession planning away from being a water cooler exercise (promotions was in some respects a game of favorites based upon who the HR consultant new from hanging around the water cooler) he recognized that greater career communication to all employees was key to the company's success. In other words, recruiting was OD and OD was recruiting. But then he left...

    I also know a few recruiters who could just as easily run OD as they do staffing who employ such an approach. But these are rarities.

    As a point of information, a great read for all recruiters should be www.destinationcrm.com - just think a little outside the box and you can see how many CRM principles can be well applied to recruiting...

  • 1 point 15 months ago

    Hi Mike. Shouldn't be a surprise. Individually no one knows their employees that well- but in the aggregate, most can predict with certainty when employees are likely to move on...its all about the data.

    And no one to my knowledge has ever actually tried what I suggested...that's the point- our notions of CRM as applied to staffing are based on flawed models (at best_ and most are simply BS. Not hard to discern that I'm not a fan of current thinking about CRM definitions, tools and apps. We can do much better. give me a call and I would be happy to discuss.