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The Social Customer Manifesto: RealNetworks Jumps The Shark


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"The Social Customer Manifesto There are no spectators anymore. Participate. « Eats, Geeks, and Leaves Main Applying The Cluebat, Episode #742: Before Advising Your Customers To Do Something, You Might Want To Do It Yourself » RealNetworks Jumps The Shark (I'd made a commitment to a certain reader a few weeks back to follow up on why Real does things the way they do.  Here's what I found. Photo credit to Christopher Chen .) After listening to Real's most recent conference call , it certainly does appear that Real views its customers as a nuisance and as a necessary annoyance.  In over forty minutes of presentation and Q&A, customers were barely mentioned.  Instead, the discussion focused nearly exclusively on what Real's competitors were doing, and on the various distribution deals that Real was landing (and losing, such as Major League Baseball ). Perhaps this is a result of some sort of Rob Glaser myopia.  In the ten years Glaser spent at Microsoft (1983-1993), he managed a number of different products, including Microsoft Word.  Locking up the channel, and wielding the power of being thrust upon customers (as opposed to being chosen by them) seems to continue to be the M.O. of Real, as it is at Microsoft.  This does not appear to be changing any time soon. What does seem to be changing, however, is Real's focus, which is now not only on music but other downloadable content such as games .  Real seems to realize that the audio/video space that they've been playing in since their inception is now crowded, and that they've been pushed to the sidelines in the process.  It must irk Glaser to no end that, not only was he rebuffed by Steve Jobs , but now Apple has a 70% market share of the downloadable music market that he and Real, ostensibly, pioneered.  So, in what was quite likely a move based more on emotion than sense (and probably driven by "
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http://www.socialcustomer.com/     the social customer manifesto     Visit Site
http://www.socialcustomer.com/2004/12/eats_geeks_a nd_.html     laquo eats geeks and leaves     Visit Site
http://www.socialcustomer.com/     main     Visit Site
http://www.socialcustomer.com/2005/01/applying_the _cl.html     applying the cluebat episode 742 before advising your customers to do something you might want to do it yourself     Visit Site
http://journalism.nyu.edu/pubzone/weblogs/pressthi nk/     certain reader     Visit Site
http://www.nougat.org/~cchen/pictures/2001/07-10-S treaming-Media/streaming.jpg     christopher chen     Visit Site
http://www.realnetworks.com/company/press/releases /2004/q304results.html     conference call     Visit Site
http://blog.redherring.com/MT/archives/main/000145 .html     major league baseball     Visit Site
http://www.gamehouse.com/press/press200401261.jsp     games     Visit Site
http://news.zdnet.com/2100-9595_22-5193027.html     rebuffed by steve jobs     Visit Site
http://www.apple.com/itunes/100million/     apple has a 70 market share of the downloadable music market     Visit Site
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http://www.socialcustomer.com/2005/01/realnetworks _ju.html     realnetworks jumps the shark     Visit Site
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http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/12/real_depth.html     commitment     Visit Site
http://socialcustomer.typepad.com     christopher carfi     Visit Site
http://socialcustomer.typepad.com     christopher carfi     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to have a say     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i don t want to do business with idiots     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to know when something is wrong and what you re going to do to fix it     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to help shape things that i ll find useful     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to connect with others who are working on similar problems     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i don t want to be called by another salesperson ever unless they have something useful then i want it yesterday     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to buy things on my schedule not yours i don t care if it s the end of your quarter     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to know your selling process     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to tell you when you re screwing up conversely i m happy to tell you the things that you are doing well i may even tell you what your competitors are doing     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to do business with companies that act in a transparent and ethical manner     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2004/10/the_social_cust.html     i want to know what s next we re in partnership where should we go     Visit Site
http://socialcustomer.typepad.com/about.html     about christopher carfi     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2005/01/realnetworks_ju.html/the_social_ customer_manif/2005/01/mailto:ccarfi AT cerado DOT com     contact     Visit Site
http://socialcustomer.typepad.com/the_social_custo mer_manif/2005/01/the_business_bl.html     the business blogging field guide html     Visit Site