Human Touch

Scott A. and I have had long discussions about how software companies can better service their clients. One thing that we both agree on is that software companies need to be a lot more human and approachable. I was inspired earlier this week when I received a hand written note in the mail from Adam Behringer, the developer behind Bee Doc’s Timeline software. Bee Doc’s is likely a one man show with Adam doing everything. However even being so busy as he must be, he has the time to send me a postcard thanking for buying his software. I don’t care who you are that means something. This is essentially what Scott and I are talking about. In this dis-attached world we need to still be able connect. Here is what Adam had to say about the hand written thank yous on his blog:

First and foremost, I want Bee Documents to be about people. The people who use the products, the people that make the products, students, teachers, artists, film makers, professionals, parents, writers… The list goes on and on. Sending out hand written thank you notes is an example of an effort to make a human connection to customers. The new website will feature customers and their work as much as our product. We’ll continue to seek out ways of bringing humanity, human relationships, and human contact to the center of our brand.

Since the new MG apps (new name not yet released) are changing the game for CRM as it evolves to (personal or business) Network Relationship Management, it will be nice to see what personal touches also come into play. I think that the time has come to change a lot of things about how software companies work. Essentially we need to introduce people and relationships back into the equation at many levels. Unfortunately things have gotten so sterile in the software industry that we are surprised when someone actually reaches out. As far as I’m concerned what Adam did was important and I know that MG will follow along that path as well.

On the app front, Andrew tells me that designs are very nearly finished and that we should be posting screencaps before you know it. That will be great because I have been dying to start talking about them.

This entry was posted on Friday, August 22nd, 2008 at 12:34 am and is filed under CRM, Misc.... You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.