These are extraordinary times, in case you haven’t noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role — the “CRMification” of society. In economics we often see a disruptive innovation climb a ladder as it becomes something that society needs, as well as wants, until it becomes essential. If you have a long time horizon you can look at the rise of electricity, telephone, water, sanitation services, natural gas delivery and cable, to name a few examples.
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CRM’s K-Wave
Posted by: Denis Pombriant May 26, 2020 12:37 PMThese are extraordinary times, in case you haven’t noticed. One of my contentions these days is that CRM is penetrating society to a point that it is taking on an outsized role — the “CRMification” of society. In economics we often see a disruptive innovation climb a ladder as it becomes something that society needs, as well as wants, until it becomes essential. If you have a long time horizon you can look at the rise of electricity, telephone, water, sanitation services, natural gas delivery and cable, to name a few examples.