Notoriously Bad at Change - CRMAdvocate: 7/30/2012

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My Take: Notoriously Bad at Change
Gary Lemke, Chief Customer Advocate (July 30, 2012)

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Just mention the term CRM slayer and you have the attention of others. I know, I did it last week. Actually, the idea of customer as God peaked quite a bit of interest too. In both cases, I'm highlighting the eventual revolution in personal empowerment.

Actually, evolution would be a more accurate term as customers gain the upper hand - or at least more leverage - a little bit each day. But this evolution in personal liberation and empowerment won't be complete any time soon. "Big companies and old industries are notoriously bad at changing theirs ways and giving up control, even when obvious opportunities argue for embracing openness and change," says Doc Searls of ProjectVRM at Harvard University.

"There is big money behind 'big data' and supporting belief that marketing machinery can know people better than people know themselves," he adds. Hmm . . and I thought most struggled to know their customers.

As has been the historical norm, the established players will be the laggards to the upstarts. And eventually they will attempt catch-up to the more nimble new thinkers.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

07.27.12 VRM - The CRM Slayer? 07.25.12 The Customer as God 07.23.12 Your Hippocratic Oath 07.19.12 Take the Oath 07.18.12 Do No Harm 07.16.12 No Pricing Charade 07.12.12 Ask Carefully and Cleverly 07.11.12 Just Ask more "takes"

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