Kuppinger Cole, an analyst firm headquartered in Germany, has been hip to VRM for a long time. They gave ProjectVRM an award (that’s it there on the right) at the EIC (European Identity Conference) in 2008, and have been following VRM developments closely ever since. A number of VRM developers were there again at this year’s [Read More →]
VRM and CCOs
February 12, 2012 — Doc SearlsIn 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 →]
Complaining vs. Buying
February 8, 2012 — Doc SearlsQ: “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 →]
Customers are personal, cont’d
January 17, 2012 — Doc SearlsThere are so many excellent comments and questions following my last post, Consumers are social, Customers are personal, that I decided it would make more sense to address them in a new post than in comments under that one. So here goes. Joshua Marsh, the CEO of Conversocial, writes, I’m interested in your comment that [Read More →]
A visit to the advertising echo chamber
September 11, 2011 — Doc SearlsTwo days ago, eMarketer Digital Intelligence ran a post titled Age, Gender Affect Whether Consumers Will ‘Like’ an Ad. Here are the first few paragraphs: Older consumers are more likely to click on a Facebook ad, while younger consumers, who are more comfortable with interacting with brands on Facebook, are more likely to click “like.” This information can [Read More →]
A loyalty card survey
August 8, 2011 — Doc SearlsI’m on record saying (at least some) surveys suck. I’ve softened a bit on that, in part because I now have two relatives working at SurveyMonkey. So today, when I found myself wondering how many loyalty cards people carry around, I thought, Hey, why not run a little survey on that? So I put one together, [Read More →]
#vrm on twitter- @goonth @GregoryJRader @dsearls Telco 2.0 and captive/hostage customers, via @GrahamHill http://t.co/q4adNYHq is why I want #VRM apps
- @goonth you mean to meet in Google Hangout on #VRM #thickvalue with @nigelcameron @dsearls @gregoryjrader whoelse?
- RT @goonth: @CoCreatr bottom line, we've got to get cultural stakeholders together in the same room... #thickvalue #VRM @nigelcameron
- RT @goonth: @CoCreatr bottom line, we've got to get cultural stakeholders together in the same room... #thickvalue #VRM @nigelcameron
- @CoCreatr bottom line, we've got to get cultural stakeholders together in the same room... #thickvalue #VRM @nigelcameron