Seth Godin has a blog post title, "CRM is dead."  This was driven off a conversation with someone at Disney who told Mr. Godin that they now have a CMR or Customer Managed Relationship as opposed to a Customer Relationship Management or CRM.  This is an evolution of CRM not a replacement.  One can not exist without the other.  This is taking CRM and making it a two way conversation versus a business just talking and hoping its customers are listening.

Businesses can’t go completely to a CMR because that puts too much onus on the customer.  I can see it with a brand like Disney who has fanatics (term of endearment considering I am a Disney fanatic), but a lesser loved brand can’t expect a customer to manage the entire relationship just like I wouldn’t expect my wife to manage my relationship with her.  It has to be two way to be a relationship.

This entry was posted by Josh Kenzer on Friday, May 5th, 2006 at 11:22 am and is filed under CRM. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.