Difference between revisions of "Michael's Projects"
From Internet Database
| Line 28: | Line 28: | ||
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. | 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. | ||
| − | The logic of commercial relationships always intervenes to limit customer service. For example, after-sales service is a cost which companies seek to reduce. | + | The logic of commercial relationships always intervenes to limit customer service. For example, after-sales service is a cost which companies inevitably seek to reduce. Thus telephone assistance is often a paying service, or is delocalized to call centers overseas, or is replaced by [Interactive Voice Response http://en.wikipedia.org/wiki/IVR] (IVR). How can we imagine a limitless improvement in customer service in the face of real-life economic constraints? We have to go outside the box of commercial logic with the help of an abstract concept which I call "Total Customer Service." |
| + | (to be continued...) | ||
[[Category:Projects]] | [[Category:Projects]] | ||
