Paul Roemer's Page

Maybe it's me, maybe it's most of us. On an index of zero to ten--when it comes to interacting with vendors--I spend most of my time hoovering around seven or eight. The aggravation index, where zero represents a state of bliss so sublime it flirts with being comatose, and te… Continue

There was a point when I had yet to learn that my IQ was not as high as my billing rate. Perhaps we've all been there, that one meeting that comes to mind when you had your head served to you on a platter. Several years ago, the domestic cable industry was led by TCI, and TCI was led by perhaps the smartest person I ever met, Dr. John Malone.

Not knowing any better, I wrote and asked for a meeting, and he made time for me. I was starting a cable television & CRM consulting practice, and I w… Continue

Verizon. Customer experience management - doubtful. Customer equity management - not gonna happen. We never stop working for you - I guess that depends on what the definition of "is" is. One who never started can't be accused of stopping.

This is like watching that tedious Vonage commercial, only this time it's personal. I'm trying to place an order, calling to give them a reason to bill me more than the $500 a month we already spend with them. My value to Verizon as an asset, depending on what… Continue