VRM and CCOs

February 12, 2012 — Doc Searls

In The Rise Of The Chief Customer Officer, Paul Hagen of Forrester begins, Over the past five years Forrester Research has observed an increase in the number of companies with a single executive leading customer experience efforts across a business unit or an entire company. These individuals often serve as top executives, with the mandate and power to design, [Read More →]

Posted in B2B VRM, Chief Customer Officer, Companies, crm, Horizontal ideas, Links, VRM, VRM+CRM. No Comments »

Complaining vs. Buying

February 8, 2012 — Doc Searls

Q: “What’s the difference between a tweeter and a customer?” A: “One complains, the other buys.” Just had to write that down. The Q and the A came in the midst of a VRM conference call that also touched on CRM, VRM+CRM, sCRM, trust frameworks, identity and other stuff. Not saying that’s a fair characterization, [Read More →]

Posted in crm, user-driven, VRM, VRM+CRM. Tags: , , , , , . 1 Comment »

Consumers are social, Customers are personal

January 14, 2012 — Doc Searls

Social media are a partial and temporary solution at best to a pair of linked problems that are essentially personal: dysfunctional customer relationship management on the vendor’s side; and minimal vendor relationship management on the customer’s side. In the absence of solutions to both problems, vendors still see customers as consumers, and that too is [Read More →]

Posted in Companies, crm, Demand chain, freedom, Legal, Personal Data, Research, social, user-driven, VRM, VRM+CRM. 10 Comments »

Say howdy to Insidr and Glome

December 8, 2011 — Doc Searls

One is Insidr, which is “rewriting the Rules of customer support” by giving you a way to “connect directly to real people who have worked in big companies and are willing to help when the company can’t or won’t.” You post a question, offer a bounty for an answer, and get an answer from an [Read More →]

Posted in Companies, crm, Demand chain, EmanciPay, Startups, user-driven. 4 Comments »

VRooMing along

June 29, 2011 — Doc Searls

A quick progress report on a number of VRM fronts. First, lots of action around TrustFabric.org, a VRM company in South Africa. To get some background on context, start with KYC: Know Your Customer. This good-sense imperative takes on official qualities when banking is involved, or holes are left for criminals to slip through. In [Read More →]

Posted in crm, News, Personal Data, Workshops. 2 Comments »

Google’s Wallet and VRM

May 27, 2011 — Doc Searls

Yesterday Google opened the curtain on Google Wallet. I think it’s the most important thing Google has launched since the search engine. Here’s why: Reason #1: We’ve always needed an electronic wallet, especially one in our mobile phone. And, although others have tried to give us one, it hasn’t worked out for them, because… Reason #2: We’ve [Read More →]

Posted in Companies, crm, EmanciPay, freedom, Horizontal ideas, Links, open source, personal informatics, Scenarios, self-tracking, social, user-driven, VRM, VRM+CRM. Tags: , , , , . 6 Comments »

Prepping for IIW

April 20, 2011 — Doc Searls

Code talks, talk walks, Craig Burton just said in a phone conversation about IIW #12, which is coming up in Mountain View in the first week of May: the week after next. I like the spirit of that statement. Lots of VRM and related development efforts will be present there. Same goes for lots of APIs, [Read More →]

Posted in Companies, crm, EmanciPay, Events, Horizontal ideas, Initiatives, VRM, VRM+CRM. Tags: , , . Comments Off »

The Customer Vector

March 22, 2011 — Doc Searls

In Call for startup: Easy domain editing, the first in a series of blog posts in which Dave lays out opportunities for startups, he says this: In all cases, these startups will have a business model that revolves around an old-fashioned idea that will, imho, once again become fashionable — the customer. People pay the company for [Read More →]

Posted in Companies, crm, Events, Horizontal ideas, Personal Data, social, user-driven, VRM, VRM+CRM. Comments Off »

State of the VRooM

February 15, 2011 — Doc Searls

A lot has been happening in VRooMville lately. (Testimony: over there on the right at the moment we have three different #VRM tweets, in three different languages.) Rather than summarize things, I’ll let writers and developers in the VRM community give us a rundown. In no special order, here goes… Reverse the Paradigm, by Uwe [Read More →]

Posted in Companies, crm, EmanciPay, Horizontal ideas, News, open source, Personal Data, personal informatics, self-tracking, VRM, VRM+CRM. 1 Comment »

How customers matter more than data about them

February 4, 2011 — Doc Searls

When I ran across Inc.‘s The 5 Habits of Quality Focused Companies, I was intrigued, because I thought maximizing personal contact with customers would be one of the five. Instead the closest Inc. came was this: 2. They collect and analyze data. Collecting data is more common than ever, particularly with the advent of Web analytics. [Read More →]

Posted in Companies, crm, Events, Horizontal ideas, Personal Data, Problems, VRM, VRM+CRM, Workshops. 6 Comments »
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