Route 56 #5 July 24, 2006 CRM, Sports, The Yankees, Sports, The Yankees, CRM, The Customer Experience

This episode is unique and certainly considerably different than any other. It has a specific focus and that is sports. Not only do I cover the news and commentary including items on the Yankees, the NBA and RIM, the Washington Nationals and the stadium experience they are aiming for with their "Grand Re-opening" of RFK under the new Nationals management, but there are interviews and an op ed on - what else? CRM and sports.

The interviews? I thought you'd never ask. They're with Mike Minelli, SAS's national account manager for Major League Baseball.com and Advanced Media. He tells a fascinating story about what MLB Advanced Media is doing with CRM and even the business lines outside baseball that it's propagating. And, of course, SAS's role in that. The other interview is with Shawn Tilger, the VP of Marketing and Communications of the Philadelphia Flyers. The Flyers and their parent Comcast Spectacor are doing wonders for the fan/customer experience. Shawn actually details a significant number of universally applicable best practices but when applied to sports, they're just so cool!

Dr. Jeff Tanner, Baylor University's Associate Dean of Research & Faculty Development speaks on why sports teams, like the Miami Heat, need to utilize CRM at those times when the years aren't so gracious to their winning ways.

Finally, I speak about a team that does CRM organically and without any particular CRM technology that I'm aware of. I'll leave it a mystery but I'll give you a hint. It's an NFL team.

This is just a really cool episode and the music is very....atmospheric.

1. The Show Intro and Closing Music - Pump It (written by The BlackEyed Peas) but performed by a cover band called Peru Rockero


2. The NY Five Minutes Intro - A jazzy version of Take Me Out to the Ball Game done by King Curtis


3. The Musical Acknowledgements and Intro for Mike Minelli, SAS - Sports Super Hero by Milestone Media's Gene Engelgau


4. The Intro to the Segment on the Mystery Team (DRAT! This gives it away) - I Love My Green Bay Packers by Eddy J's Packer Pride


5. The Intro to the Interview with Shawn Tilger - Orange and Black Flyer's Theme Song from The Philadelphia Flyers

That's it for this time around. Very, very cool stuff. The customer experience can be fun, most definitely.

Oh,yeah. The "Grand Reopening" of RFK Stadiumunder the new management and the training by LRA Worldwide's customer experience management firm is supposed to start this weekend in the Washington Nationals v. Chicago Cubs games. Because of my wife's birthday, among the things we're doing is being at one of the games (Sunday's). I'll be there and let you know if LRA Worldwide is good or just "vaunted." Plus how the Nationals do - which is pretty sadly generally.

Check out Episode #5 here.

Technorati : CRM, baseball, customer experience, sports

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