customer relationship management

As I mentioned in a recent post, Amazon has focused on the convenience of the customer instead of the convenience of their business. Yesterday’s New York Times highlighted the trend for the hotel industry to do the same. In my post, I lamented that some industries including old school industrial companies and healthcare have not widely adopted customer focused technologies. To their credit, Marvin Windows followed up with me and promised to accelerate their automation efforts. I was impressed. However, all is not completely rosy in the transformation from brick and mortar to e-commerce...