Hasn't you customer grown up? Haven't they learnt to ask each other for opinion and to trust each other?
Yup!
Never before have people started trusting each other and I'll once-again refer to the Universal Mccanns study on' When did we start trusting strangers?'
And as customers get more social, they need new ways of interacting with companies.
So, just like CRM, that gave companies a segmented view of their customer-base, VRM (Vendor Relationship Management) allows customers the tools for engaging with vendors.
Could companies be realising that their customers' view of them is not the same as their own? Surely not?
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