Opportunities in the Democratization of CRM

More and more, I’m hearing the tempo increase around the conversation of democratizing services like cable TV and mobile phones. It’s also referred to as unbundling, so that we’re (theoretically) only paying for what we want. Some industries are using this as a pricing strategy (e.g. Airlines) but I’m basically using it from the pay for what you want viewpoint. For instance, I typically watch about 3 channels on television, my wife watches three different channels and our son has a few kid networks he likes to watch (otherwise it’s YouTube). So why are we paying for 1000 channels we don’t watch?

The reality is that we are supporting the preferences of other customers to some extent, and perhaps subsidizing corporate interests to a larger extent. It doesn’t sound very customer-centric but the reality is that traditional media and telecommunications business models simply won’t work in conjunction with the evolving preferences customers increasingly demand. The question is whether disrup…