lucid vagary

Ever since CRM became the buzzword du jour, I’ve been telling folks for years that in order to maintain a competitive edge in todays marketplace, companies are going to have to get back to old mom and pop-style customer service. By this I mean, you have to get to know your customers, their likes dislikes, essentially their personal preferences.  How is a multinational corporation or an enormous bank with thousands of customers going to do that?  This bit of news is a step in the right direction. It might currently be implemented as a security measure but I think that smart companies will see the value in customer-recognition as a means to retain business and initially differentiate themselves from the herd (until the rest wise up and jump on the bandwagon).