For real customer engagement, “social” is inadequate

In Social’s Value Measured in Engagement Over Sales, eMarketer provided this revealing graphic: There are trends here too: …consumer engagement and brand lift were the No. 1 goals of social media marketing, each cited by 67% of respondents. This was up significantly from 2011, when those goals were cited by about 50% each. Last year, using [Read More →]

Turning the customer journey into a virtuous cycle

Traditional CRM typically looks at customers this way:It’s a cycle. One of the reasons we started ProjectVRM is that actual customers are hard to find in the CRM business. We are “leads” for Sales, “cases” in Support, “leads” again in Marketing. At the Orders stage we are destinations to which products and invoices are delivered. [Read More →]

VRM videos

Here is a collection of videos about VRM and related subjects, in roughly reverse chronological order. First, a series of well-edited excerpts from Disrupting Retail 2013, which was hosted by First Retail in New York City. Here’s an outline: What is Disrupting Retail? Amazon’s Product Recommender Systems Big Data Enabled Intention Management and the Customer Experience [Read More →]

VRM growing in the garden of privacy concerns

With Swedes: Closet VRM activists?, T.Rob gives us a typically deep VRM post, exploring new territory, or old territory in a new way. The context (and the subject of an interesting thread on the ProjectVRM list) is the news behind headline of a Simon Davies post: Sweden’s data protection Authority bans Google cloud services over privacy concerns. [Read More →]

Posted in Demand chain, VRM. 2 Comments »

Intentcasting mojo

Nice piece on Intently.co and intentcasting in 7 Days. Titled Intently.co – the new website where the firms come to you…, it’s right up the VRM alley. An excerpt: A global site or rather ‘intention engine’ called Intently.co is making it possible for suppliers who are listening to respond to buyers’ requests in the UAE [Read More →]

Where VRM stands in the advertising debate

It’s easy to see why the behavioral advertising business feels threatened lately. Already some of the most popular browser add-ons are for blocking ads and tracking. (Here’s one list.) As of last May, according to ClarityRay, 9.26% of all ads were being blocked by browsers. For tech content, the rate was 17.79% and in one [Read More →]

Posted in Demand chain, Horizontal ideas, Transparency, VRM. Comments Off »

The right frame for relationship is personal, not social

The short answer to Brian Solis‘s headline question — Are Businesses Becoming the New Big Brother in Social Media? — is no, because they’re not that smart. In the body copy and graphics of his excellent post, Brian explains why. Here’s one sample: There are several other images like that, each of which says something we — [Read More →]

Wanted: a handshake across the paywall

For five years I was a loyal subscriber to the Boston Globe. When I was out of town, which was a lot, I’d read it online, because the print subscription covered that too. This academic year I’m out of town more, so I canceled the subscription, because I didn’t want to pay $3.99 per week [Read More →]

VRM development work

I’ll be having a brown bag lunch today with a group of developers, talking about VRM and personal clouds, among other stuff that’s sure to come up. To make that easier, I’ve copied and pasted the current list from the VRM developers page of the ProjectVRM wiki. If you’d like to improve it in any [Read More →]

When consumers become media for themselves

I was talking recently with Edi Immonen of Glome about the idea behind it: turning users into publishers. He used the word “media,” but I’m going with “publishers” for now, because that’s the word used in this graphic (one of many like it — all amazing and excellent) from LUMA partners: That’s the marketer’s view. But how [Read More →]