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The Intention Economy: When Customers Take Charge by Doc Searls

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5

Asymmetrical Relations

CRM … moved from having been brought in as a platform for driving improvements in the customer experience, to being run as a platform for cost cutting and for risk management … in many cases all it did was move the waste/inefficiency on to the customer.

—Iain Henderson1

CRM came into vogue as a label in the mid-1990s, after sales ...

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