Difference between revisions of "Michael's Projects"
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==Total Customer Service and Curated Help Sites== | ==Total Customer Service and Curated Help Sites== | ||
| − | Another | + | Another area in which to develop Illich's vision of Convivial Tools would be customer service. The application of Illich's ideas to commercial customer service implies [http://findarticles.com/p/articles/mi_m0EIN/is_2008_June_30/ai_n27874517 customer empowerment], which is a growing trend in [http://en.wikipedia.org/wiki/Customer_relationship_management Customer Relationship Management] (CRM). |
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| + | One approach to customer empowerment, advocated notably by [[Doc Searles]], is [http://en.wikipedia.org/wiki/Vendor_Relationship_Management Vendor Relationship Management] (VRM), which aims to equip customers to be independent leaders rather than captive followers in their relationships with vendors. But VRM focuses on increasing the customer's power with respect to the vendors, rather than looking at how the vendor or service provider relates to the customers. | ||
