Doc on his utility woes
Customer Deflation Mismanagement | Doc Searls' IT Garage
I like the idea of VRM vs CRM:
"I bring all this up because I want to imagine out the DIY-IT successor to the silo'd systems we're still suffering with here. As always, I can imagine lots of reasons to build out VRM (vendor relationship mangement) systems where customers can keep their own records of their ends of relationships with companies of all kinds. That way we can come to the likes of Dish and DirecTV and anybody else with our own data intact, and in some cases much more richly furnished than providers' own CRM (customer relationship management) systems allow."
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