In a recent NY Times article, With Farm Robotics, the Cows Decide When It’s Milking Time, they discuss the attributes of a new technology that through robots and transponders cows get individualized services. The collection of data includes:
The robots also monitor the amount and quality of milk produced, the frequency of visits to the machine, how much each cow has eaten, and even the number of steps each cow has taken per day, which can indicate when she is in heat.
This is not to unlike a good Customer Relationship Management System (CRM). CRM systems should not be used to better manipulate a customer down our pre-determined path of engagement, rather be used to make better customer experiences and enable the customer an easier path for engagement. Leave them decide the milking time. When we do this as the article says:
But farmers said output generally increased with robots because most cows like being milked more often. (To allow lactation, cows are kept in a near-constant state of impregnation.)
As we create better workflows, we not only make it easy for the customer but for our staff to service the customer. Again from the article:
The machines have mellowed both the cows and much of the routine on the Bordens’ farm — though the humans have received the occasional distress call from their mechanized milkers.
Even though these are solid lessons to be learned the most important takeaway that I had from article was how automation can give me a better view of the customer experience. Real-time information with actionable data sets, instead of looking at what happens in the past is the treasure trove of Big Data. This thought was driven by the comment:
The view is improved, as well. “Most milking parlors, you see, you really only see the back end of the cow,” Mr. Borden’s father, Tom, said. “I don’t see that as building up much of a relationship.”
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