On the geofences we’re already building

I was just pointed to the Geofencing Manifesto, “created by the audience at the SxSW 2014 workshop entitled ‘The Future Landscape of Geofencing Manifesto’ on Saturday, March 8th, 2014.” Leading the workshop were Jay Wilson (@jwsfl), Jenessa Carder (@expressanything) and Kevin Pound, all with SapientNitro, “a new breed of agency for an always-on world” that is [Read More →]

Why Google and Facebook need to go direct

In Google sets plans to sell users’ endorsements, Claire Cain Miller and Vindu Goel describe new ways that Google and Facebook are taking liberties with users who have had nice things to say about companies’ products and services in the past, in contexts where they didn’t expect their words to turn into personal endorsements (especially [Read More →]

Big Data will remain a Big Dud until individuals have their own

The impact of computing on the worldwide economy, and even on business, was subject to debate until it got personal around the turn of the ’80s. Same with networking before the Internet came along in the mid ’90s. Big computing and worldwide communications — two capabilities that for decades were entirely the province of large [Read More →]

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 →]

Freedom vs. Tracking

In The Mobile Customer as Data vs. Customer Data, Chuck Martin in MediaPost‘s Mobile Shop Talk says this: The world of data tracking for mobile commerce is getting much more precise. The phone knows where the phone goes, as we all know. And that knowledge can be used to help provide better services to those [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 help is where you find it

As Dean Landsman tweets here, a lot of suff out there is VRM without saying so. (Which is cool; it doesn’t have to.) The example toward which he points is How can we provide better customer service? Create software that lets customers serve each other, by Ashley Verrill in Gigaom. The summary: As consumers increasingly turn [Read More →]

Posted in Companies, Startups, Technology, user-driven, VRM+CRM. Comments Off »

Prepping for #VRM Day and #IIW

The 16th IIW (Internet Identity Workshop) is coming up, Tuesday to Thursday, 7-9 May, will be tat the Computer History Museum in Mountain View, CA. As usual, VRM will be a main topic, with lots of developers and other interested folk participating. Also as usual, we will have a VRM planning day on the Monday preceding: 6 May, [Read More →]

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 →]