Every now and again a company does something that is so incomprehensible, so mystifying, that it blows my mind. I have had two such experiences in the last week, and have to tell someone about it – if for no other reason than just to get you thinking about ways in which you might completely and utterly alienate your customers. You might be doing so for very good business reasons (at least, in the short term), but ultimately your actions could push your customers away.
And they’ll never come back. I know I won’t be going back to either Bantam Live or Santander Business Banking.
Over a year ago, our small company started using Bantam Live. It is a fantastic social media based customer relationship management (CRM) system. It has a Facebook like feel to it, and allows our geographically dispersed team to not only capture and manage client information, deals, and projects, but also chat with each other, log emails sent to clients and much more. It has become an integral part of how we manage our business and connect as a team.
We happily upgraded from the free version to a paid version last year, to ensure we could have our whole team connected and use all of the great features. Every one of our team use the system daily.
Bantam Live’s team is also great. They’re hugely responsive to queries, and very ready to take requests for feature upgrades and additions. We’ve come to rely on the functionality that Bantam Live provides for our business.
So, we were thrilled when Bantam Live announced that Constant Contact had bought them, and would be integrating Bantam’s social approach into Constant Contact’s much more powerful customer connection software. The best of both worlds. Or so we thought…