Is Your Customer Community Vendor Holding Your Data Hostage?
We’ve seen vendors talk a good game when it comes to data portability but then throw up all kinds of obstacles when a data dump is requested:
- Ransom note: Charge thousands of dollars for a single data dump
- Keeping hostages: Say the dump request is backlogged beyond the date of contract renewal
- Delivering the hostage harmed and battered: Export to file formats that are difficult to reconstitute on another platform
- Irreparable trauma: Require customers program their own exports against incomplete APIs
It’s paradoxical to see vendors attempting to retain customers by antagonizing them. I guess when that IPO is in sight, customer relationships be dammed.
When it’s time to launch a new customer community, make sure to get in writing that you can get to your data easily and own it completely, no questions asked.
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