Deceased customer relationship management - DCRM - transforms the way organizations deal with the death of a customer, and the way survivors deal with the death of a loved one.

When it comes to dealing with death, organizations are like people. Even the most "prepared" individuals often do not take the right steps in life to protect their survivors after they die. Many people do not create wills, establish health care directives or purchase life insurance. Organizations are no different and can be ill-prepared to deal with the deaths of their customers.

Think about it. Organizations spend huge sums of money building their brands, creating goodwill and cultivating relationships with loyal customers. But historically, the death of the customer has meant the end of the customer relationship - the investment the organization made and the lifetime of CRM simply evaporates.

At Forte, we see the death of a customer as the beginning of one or more new survivor relationships. When a customer dies, their survivors may already be customers of the organization. Such customers must have a consistent brand experience, especially given their vulnerable situation of having recently lost a loved one.

Other survivors will be thrust into a new brand relationship as part of their survivor duties, e.g., helping to resolve the deceased's financial relationship with a bank or credit card company. These organizations have a unique opportunity to create a powerful, positive first impression - or a negative one that can damage the brand and destroy the relationship possibility. This is where DCRM can help.

DCRM is a new way of defining the death of a customer for organizations and survivors. Through DCRM, survivors benefit from a consistent, respectful experience with the organization. At the same time, DCRM enables an organization to create goodwill, maintain their brand and forge new customer relationships ...for life.

Learn more about Forte, the innovator of DCRM.