Service Architecture
Here I would like to explore the emerging field of Service Design. I'm going to track interesting conversations and developments within the field, mainly in areas related to health, education, retail, finances, and software development.
December 3, 2006
Redefining Customers in CRM
Doc Searls is holding an Internet Identity Workshop Dec 4-6 to discuss how to build a vendor-customer relationship system that takes care of the customer.I am not able to attend but I suggest checking out the site's wiki to see what comes from this conference. Building new toolsets that will change the role of the customer and vendor could change the way the service industry works and what concerns all customer service tasks are oriented to.
Interesting questions to consider in these conversations are what is customer? How do companies using CRM understand customers and what kind of customer-vendor relationship does this understanding bring? And how can techonology be used as a tool to bring about a new understanding of customers?
posted by guillermo m wechsler @ 9:17:00 PM 