I’ve lately been posting under Dave Winer‘s threads, using an OPML editor. One of Dave’s latest posts bowls right up a big VRM alley, as he says in this tweet here. That alley is Intentcasting. From my reply: In the VRM development community, we started out calling the latter category “Personal RFPs,” but in the last [Read More →]


VRM was a hot topic at IIW last week, with at least one VRM or VRM-related breakout per session — and that was on top of the VRM workshop held at Ericsson on Monday, April 30, the day before IIW started. (Thanks to Nitin Shah and the Ericsson folks for making the time and space available, [Read More →]

Consumers are social, Customers are personal

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 →]

A bar(code) too high?

Two pieces in today’s Boston Globe worth checking out. Pun intended. First is “Some markets bagging self-checkout: Cite problems and variables with system,” by Peggy Hernandez. Second is “Scan on a mission: Stop & Shop’s new smartphone app works as a super-fast self-checkout,” by Jane Dornbusch. I’ve played quite a bit with self-check-out, and with [Read More →]

Digging Ray Fisk’s Customer Liberation Manifesto

There is a lot of synergy between Ray Fisk‘s Customer Liberation Manifesto (in Service Science) and what we’ve been doing with VRM over the past few years. His focus (as Professor and Chair in the Department of Marketing at Texas State University-San Marcos) is on services. What’s so refreshing and welcome about his Manifesto is that he [Read More →]

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