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Thursday, June 23, 2005
Christopher Carfi writes,"Business is all about really putting the customer in charge".Tools should help customers take a significant steps, that allow them to explicitly define and state the types of relationships they want with their service providers. Most significantly, it should give a customer the power to navigate profiles of individuals in an organization and choose with whom they want to work, as well the ability to be matched with individuals within the selling organization based on similarity of their backgrounds and interests. The tool is called "Haystack". He thinks that with so-called "Customer Relationship Management" systems so far is that, well, they don't really focus that much on the customer. Under the rubric of "CRM," there have been three primary classes of systems: sales force automation, customer service and call center automation, and marketing automation. All of these look at the world from the seller's point of view. And all of them focus on how the vendor can crank more customers through a particular process in a given unit of time. They don't necessarily help to truly build relationships between individuals. In fact, they are more likely to commodify it.
Category :Customer Relationship Management |
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