Consumers are social, Customers are personal

January 14, 2012 — Doc Searls

Social media are a partial and temporary solution at best to a pair of linked problems that are essentially personal: dysfunctional customer relationship management on the vendor’s side; and minimal vendor relationship management on the customer’s side. In the absence of solutions to both problems, vendors still see customers as consumers, and that too is [Read More →]

Posted in Companies, crm, Demand chain, freedom, Legal, Personal Data, Research, social, user-driven, VRM, VRM+CRM. 10 Comments »

A bar(code) too high?

November 9, 2011 — Doc Searls

Two pieces in today’s Boston Globe worth checking out. Pun intended. First is “Some markets bagging self-checkout: Cite problems and variables with system,” by Peggy Hernandez. Second is “Scan on a mission: Stop & Shop’s new smartphone app works as a super-fast self-checkout,” by Jane Dornbusch. I’ve played quite a bit with self-check-out, and with [Read More →]

Posted in Companies, Personal Data, Research, self-tracking, Technology, Vertical ideas. 1 Comment »

Digging Ray Fisk’s Customer Liberation Manifesto

May 26, 2011 — Doc Searls

There is a lot of synergy between Ray Fisk‘s Customer Liberation Manifesto (in Service Science) and what we’ve been doing with VRM over the past few years. His focus (as Professor and Chair in the Department of Marketing at Texas State University-San Marcos) is on services. What’s so refreshing and welcome about his Manifesto is that he [Read More →]

Posted in Academy, Horizontal ideas, Research, VRM, VRM+CRM. Tags: , . Comments Off »
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