When The Customers ARE The Strategy

I attended the Ingram Micro, a $28 billion technology distributor (#72 on the Ingram's CEO was listed at #20, behind Goemmel on the list. Heh.) A couple of other key quotes from the presentation:

• "Relationships create emotional barriers to exit."
• "Supermarket card programs reward card ownership...they don't reward loyalty." (For example, how many times has the checker at the local supermarket swiped a "dummy" card for you?)
• "Every business is a small business...your word is everything."
Good stuff. Whereas a number of the other presentations have been a little too close to "marketing business as usual" throughout the day, Crotty's presentation was an unexpected oasis of clue. Add to document.write("Del.icio.us") | Yahoo! My Web Technorati: Christopher Carfi, CEO and co-founder of Cerado, looks at sales, marketing, and the business experience from the customers point of view. He currently is focused on understanding how emerging social technologies such as blogs, wikis, and social networking are enabling the creation of new types of customer-driven communities. He is the author of the

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