Buying a Car
Scenarios for the buyer and seller based on Iain Henderson's ten steps of customer relationships: http://informationanswers.com/?p=386
_Note: We have chosen this complex scenario deliberately as it allows us to cover a wide array of VRM/ VPI requirements in the one end to end customer experience - in the full knowledge that there is a lot of guesswork and waste for both parties within this scenario. Just to set that in context, a car manufacturer in current 'CRM' mode might easily expect to spend