Customers as Quasi-Employees in CRM

In association with
5th Apr 2006

The idea of thinking about and engaging customers as "quasi-employees" in customer interactions and transactions has a long history. Ever since "self-service" emerged in grocery and retail stores decades ago, sellers have enjoyed the cost-saving advantages, while customers have often enjoyed the greater choices and freedom from "sales pressure" that often accompany such arrangements.

By Scott MacStravic, Ph.D.

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