Around the time the Telecommunications Act of 1996 was passed and signed into law, I was a reporter covering that area of technology. Specifically, I was writing about service, measurement, data management and the software that made all that possible for telecommunications companies. Little did I realize it, but this was a great laboratory to get a peek at what would be important for building customer relationships for all businesses. More than that, it offered a view of the adversarial relationship between innovation and the status quo. That’s a battle we see today as companies wrestle with social media and social CRM.
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Lessons Social CRM Can Learn From Telecom's Mistakes
Posted by: Christopher J. Bucholtz March 10, 2011 05:00 AMAround the time the Telecommunications Act of 1996 was passed and signed into law, I was a reporter covering that area of technology. Specifically, I was writing about service, measurement, data management and the software that made all that possible for telecommunications companies. Little did I realize it, but this was a great laboratory to get a peek at what would be important for building customer relationships for all businesses. More than that, it offered a view of the adversarial relationship between innovation and the status quo. That’s a battle we see today as companies wrestle with social media and social CRM.