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Re: I Love It When You Dream... and Dream Big
If VRM is only about pounding lower prices out of vendors, it will fail. Markets are not just about prices, or about the best price-based deals. Much more goes on there. We call it "vendor *relationship* management" for a reason: because actually relating is better for vendors AND for customers. Yesterday I bought audio gear from AV123 because they not only have good prices and good products, but answered their phone immediately and helped me work my way through a purchase that is sure to be one in a series. This approach to all customers not only causes loyalty but helps improve the products and services offered. Earlier I had the same experience with Sonos. Both companies make better products than other companies in the same category because they actually relate to customers. Equipping customers with tools of independence and engagement, which make *relating* better for both sides, is what VRM is about. Not just customers escaping from vendor traps and then beating better prices out of everybody.
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