Vendor relationship management makes free customers more valuable that captive ones

The best way to fix the customer’s experience problems is from her side of the marketplace: the demand side.

“Put down the customer. Step away from the marketplace,” Craig Burton once said to a clueless marketing officer   That also comes to mind when you hear about unwanted surveillance of customers rationalized for marketing purposes, or how Big Data lets a company know a customer better than she knows herself.

 

 

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