Comments on: Virgin Media need a CRM Manager

By: Jon

Jon — Fri, 29 Nov 2013 12:30:00 +0000

In reply to Ano.

Hi Ano, you’re absolutely right, it is much easier to write about these issues than address them. I understand this from managing a CRM team myself. However, I’m not aiming to ridicule anyone here, rather highlight the problems with Virgin Media’s processes and systems. There’s a lot to learn from the problems with their contact strategy.

With several million customers across the UK, I do hope there’s a team behind VM’s CRM and not just one person!

Thanks for the feedback.

By: Ano

Ano — Thu, 28 Nov 2013 17:33:00 +0000

I’m a virgin media customer, and strangely, I get the same letters trying to sign me up too. It’s all very well to write a blog post about it, but there is a person behind all the DMs whose probably struggling with poorly integrated data systems and here you are ridiculing them. Kinda spiteful if you ask me.

By: Guest B

Guest B — Fri, 22 Nov 2013 10:02:00 +0000

In reply to Birchy.

1. They aim to break your will and sign up, wether you live in a cabled area or not
2. In short you can’t stop the letters, even if you sign up with the stop junk mail service from Royal Mail because the letters are addressed to ‘the householder’ it doesn’t get counted as junk mail.
3. Its just another reason why i won’t sign with Virgin

By: Birchy

Birchy — Fri, 22 Nov 2013 09:09:00 +0000

You’re absolutely right about Virgin Media’s CRM Jon, i know from personal experience too. In the 2 years i’ve been in my current house, I must have received over 30 letters through the door trying to persuade me to take up Virgin Media. Which begs 2 key questions: 1) At what point don’t they realise that i’m not interested? After the 31st letter isn’t replied to? 2) How do i notify them to stop contacting me – to save everyone’s time – since they don’t seem to reply to the phone number provided in the packs? (believe me i’ve tried) Oh, and 3) It’s just really irritating as a consumer…. can you tell..?!