The VRM Vector

What makes VRM (Vendor Relationship Management) distinctive is that its perspective is anchored with the individual — the person, the user, the customer. It is not something that vendors do for customers. It’s something customers do for themselves, and for each other, including vendors. VRM is not opposed to vendors. Quite the opposite: it supports [Read More →]

Customer Divorce Mismanagement

Sprint gives needy customers the boot, Terrence Russel reports. The gist: “These customers were calling to a degree that we felt was excessive,” explained Sprint spokeswoman Roni Singleton in an interview with Reuters. “In some cases they were calling customer care hundreds of times a month for a period of six to 12 months on [Read More →]

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