Sunday, May 24, 2009

Who Controls Your Community's Message?

Technology that allows instant access to information and opens up new lines of communication makes it impossible to control the message anymore.

“There has been a fundamental shift in the relationship between the buyer and the seller, driven by how much more knowledgeable the buyer is; the customer often knows more about the product and the competing options than the seller does,” says Jim Champy, chairman of Perot Systems’ consulting practice and author of Inspire!: Why Customers Come Back.

From "Psychology of the Sale", CRM Magazine, May 2009.

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