Difference between revisions of "Michael's Projects"
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One approach to customer empowerment, advocated notably by [[Doc Searls]], 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 Searls]], 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. | ||
| − | From the vendor's point of view, 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 | + | From the vendor's point of view, 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 overseas call centers, or is replaced by [http://en.wikipedia.org/wiki/IVR Interactive Voice Response] (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...) | (to be continued...) | ||
[[Category:Projects]] | [[Category:Projects]] | ||
