Putting the Relationship in CRM

Published June 2, 2010
Last updated June 2, 2010

Doc Searls, of Cluetrain Manifesto fame writes about the importance for businesses and consumers to manage relationships, not each other:

You don’t click on an ‘accept’ button when you go into a restaurant or a bike shop, even though the legal contexts of your actions are plentiful. That’s because you and the owners of the store have a middle ground. You understand each other as free and independent beings, not as captor and captive.