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Damian Kelly of Kainos predicts a revolution in customer relationships.
From CRM to CMR - Part 1 | Part 2 | Part 3
Despite ever-greater investments by organisations in CRM systems and processes, the nature of the relationship between the supplier and customer hasn’t significantly changed since the industrial revolution.
The supplier still determines the product or service for sale and the customer’s choice is limited to buying or not buying – in the immortal words of Henry Ford: “Any colour, as long as it’s black, sir.”
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Consultants' Advisory 2002
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