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Damian Kelly of Kainos predicts a revolution in customer relationships.
From CRM to CMR - Part 1 | Part 2 | Part 3
New world
For the individual, CMR will represent an entirely new way of buying products and applying for services, with no more ‘Who are you?’ questions or repetitive form-filling.
Using an electronic vault will give customers the ability to shop around just as easily for complex, information-based products and services like mortgages, loans or the best mobile phone tariff as it is for commodities like washing powder or beans.
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Consultants' Advisory 2002
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