Found this somewhere...
The Boomerang Effect: Market Dynamics Are Driving Customers Back to the Manufacturer.
The Internet and big box retailers have changed the way products from MP3 players to garden tillers reach the market. Whether or not multi-channel manufacturers have adopted a direct sales model, market dynamics are forcing them to adopt a direct service model.
OK then. We need to service, we need to be the safety net, we need to control what we really don't want to. I'm convinced more and more that a B to B environment is no shelter from having to invest in a direct service model.
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