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It seems almost quaint, looking back on it, that a few years ago one of the big questions on nearly everyone's mind was how to commercialize cyberspace. Today, however, commercialization is not the issue. At long last, it's the customer companies are most interested in -- and not a moment too soon. Capturing the voice of the customer will bring an element of democracy to a vendor-consumer relationship that has for too long looked a lot like a benevolent dictatorship.
Re: Toward Vendor-Client Democracy
Posted by: Christopher Carfi - Cerado, Inc. 2004-05-20 15:36:18 In reply to: Denis Pombriant
Denis...spot-on, as usual. CRM will continue to be challenged as long as sales organizations (and the software/services vendors who supply them) view customers as entities that are on the other side of the wall. Sales, marketing, product marketing, et al, need to get out there, sit down with customers and prospects and *listen*.
