For those engaged in the process of empowering consumers, 2012 is already a fascinating year. So it was timely that a bunch of us met at Ctrl Shift's "Explorer's Club" to try to map the timeline for when 'customer relationship management' truly inverts and firms finally acknowledge their customers control them.
The output of the session is being converted into an 'infographic' that will be available as a reference soon. In the meantime, here's an excellent drawing that Joel Cooper produced during the session to reflect the various themes:
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