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 by Mitch Lieberman in October 2010. That was when he met with RightNow, which was later acquired by Oracle. You can see and read the results in this list, which is roughly in chronological order:

Experience is a personal thing. When two parties are engaging with each other, it’s something both create. That’s the challenge here.

How can we make the most of both serial and parallel activities and virtues in customer-vendor relationships? I invite our friends from the CRM/CX world to weigh in here.

And come to this:

It’s on 7-8 August in Minneapolis. I’ll be there. So will a bunch of VRM companies and projects, plus other parties interested in that subtitle there: new directions for personal data.

[This was the second half of Scaling business in parallel, but I decided to break it in two and move the second part here.]

1 Comment

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