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Sarathym
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Great post -- I am so looking forward to May 24th! The customer has control of the conversation, therefore it is in the best interest of the company to manage the relationship. Hence the M in CRM, right Paul? It is true that businesses will not always get a voice in the conversation, but let's not forget the infinite and valuable learnings that are within the conversation. What an amazing gift! Listen, Internalize, and Respond. Not necessarily direct response, although some times warranted. I'm saying take the learnings and see what can be done from an operational perspective to move forward in a positive direction.
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Apr 19, 2010