Its the explanation for the spotty—sometimes great, sometimes awful—success rates of many self-checkout programs. The weak performers almost always just dropped equipment on store managers with little explanation and just another mandate. Surprise: The programs were executed in the most perfunctory fashion and left to wither.
Now comes word of store managers rebelling against CRM systems, complaining that the answers that come back from headquarters are too late, too few and typically are not answering the questions the store managers want answered.
Is this an indictment of the top-down IT approach? Not at all. Retailers must have accurate global views of where sales are going, and those decisions cant be made by majority rule.
But this does raise the question of whether store managers should be given the freedom to set up their own parallel CRM systems, as some isolated retailers have been trying. The problem is not so much with gathering two sets of data. Ostensibly, the store managers and their staffs would handle all of the additional labor involved and would have the best feel for when customers were being asked too much, too often.
As this column has said about RFID privacy issues, the problem is not so much the technology used to gather the data and how its gathered, but what will be done with it.
Here again, conflicting agendas and psychological issues obscure rationality. The store manager makes a convincing argument that the customer is the stores local customer, that the stores reps made the sale, that the face the customer sees is the local store personnel, and that commissions and job security make the store manager the one who will ultimately be held responsibility for an unhappy customer. The corporate IT person makes a much shorter and pithier argument: We pay the salary of the store manager.
And, for that matter, the store workers, the building, the stock, the advertising and just about everything else. Store managers should be consulted on customer contact, and they should be free to gather their own data, but the idea of having thousands of store managers given the ability to independently contact their customers above and beyond what corporate does is asking for trouble.
That said, the idea of corporate deciding to give regional store managers full autonomy over any contacts made to their customers is attractive. On Kerry campaign commercials, the candidate is heard at the end saying, "This is John Kerry, and I approved this message." That might not be a bad idea for e-mail and snailmail campaigns. "Im Jane Doe, store manager of the Main Street Widget Emporium, and I approved this message." It gives them a person to ask for. (Youll note I didnt include phone bank campaigns. I think store managers are too smart to associate themselves with those forms of legal torture.)