VRM/CX + CRM/CX

I’ve been in conversations lately about VRM+CRM. Will they help each other out or crash into each other? It’s an open question. But I think we can find an answer in a current CRM vector: toward what the CRM folks have been calling CX, for Customer eXperience. I first read about it in this column [Read More →]

Scaling business in parallel

Companies and customers need to be able to deal with each other in two ways: as individuals and as groups. As of today companies can deal with customers both ways. They can get personal with customers, and they can deal with customers en masse. Without the latter capability, mass marketing would not be possible. Customers, [Read More →]

Coming to terms

We lie every time we “accept” terms that we haven’t read — a pro forma  behavior that is all but required by the calf-cow model of the Web that’s prevailed since 1995. We need to change that. And so we are. StandardLabel.org is working on “A clear, consistent way for websites to say what they [Read More →]