Thursday, July 17, 2008

Mobile operators. Take a seat before you read this

The VRM project had a bit of a bash this week.
The key learnings from it are brilliantly summed up by Chris Carfi at the Social Customer Manifesto in The Principles of VRM

Among the implications of these Doc Searls pointed out is:
"A free customer is more valuable than a captive one".

What's your relationship like with your customer? Do you like to think in terms of capture, lock-in, owning relationships?

Take a look.
Mobile Operators (among others) are advised to sit down first.

Doc speaks:

The rate of change is so rapid it's difficult for one person to keep up to speed. Let's pool our thoughts, share our reactions and, who knows, even reach some shared conclusions worth arriving at?