 OUR TAKE -
Beyond the Transaction
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A friendship founded on business is better than a business founded on friendship.
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John D. Rockefeller
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What do you think about re-designed trust around the four design levels of the Japanese tea ceremony? Based on reader feedback, some of you found great enlightenment - a new way to look at the opportunity. Others weren't so sure. In general, there is agreement that a customer relationship is something that needs to be thought about on many levels. That's the way the customer thinks so that's the way it needs to be designed.
The contributor of the four level design concept adds, "And it is essential to go beyond the "one night stand = one purchase customer" and actually build relationships of mutual synergy that can be sustained beyond the commercial transaction - one that may initiate a relationship. The Wall St crisis, Enron, Worldcom provide the mounting evidence that level 1 design does not meet fundamental human needs. If CRM is to be relevant, we must understand trust and relationships better."
Enough said. But what are you going to do about it?
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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