VRM mojo Down Under

I’m still de-compressing from a week in Sydney, Canberra and Melbourne, where I had my mind blown by all the VRM energy gathering there and in New Zealand. In Sydney, Flamingo hosted a consortium of VRM companies on Wednesday, held its official launch on Thursday and put on a Customer Experience unconference on Friday. (That’s one [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 →]

VRM at IIW

We’re coming up on the 17th Internet Identity Workshop, better known as IIW. It takes place on 22-24 October at the Computer History Museum in Mountain View, California. While IIW’s title suggests a focus on identity, there are as many different foci as there are subjects to discuss, and the participants choose those. That’s because [Read More →]

Posted in Workshops. Comments Off »

Identity is personal

It’s as simple as that. Identity is not corporate. That means no company is going to “win” at personal identity, any more than any company can win at being you or me. It makes no sense. But meanwhile, there’s this big war going on over identity, that Mike Elgan of CultOfMac covers (from the Apple [Read More →]

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 →]

Toward a matrix of APIs

At  the 2006 O’Reilly Emerging Technology conference, Cal Henderson, then of Flickr, gave a long session called “Launching and scaling new Web services.” As I recall, among the many things he explained well were some principles behind the Flickr API. One of those principles was user access to data. The API should be one that [Read More →]

VRM at IIW

Below: two whiteboards from our VRM planning day, yesterday, in prep for #IIW, which is going on right now in Mountain View. I’ll explain later. Mostly right now I want to put these up to bring topics back to mind for folks who were there.    

Posted in VRM, Workshops. Comments Off »

Let’s turn Do Not Track into a dialog

Do Not Track (DNT), by resembling Do Not Call in name, sounds like a form of prophylaxis.  It isn’t. Instead it’s a request by an individual with a browser not to be tracked by a website or its third parties. As a request, DNT also presents an interesting opportunity for dialogue between user and site, [Read More →]

VRM/CX + CRM/CX

I’ve been in conversations lately about VRM+CRM. Will they help each other out or crash into each other? It’s an open question. But I think we can find an answer in a current CRM vector: toward what the CRM folks have been calling CX, for Customer eXperience. I first read about it in this column [Read More →]

Scaling business in parallel

Companies and customers need to be able to deal with each other in two ways: as individuals and as groups. As of today companies can deal with customers both ways. They can get personal with customers, and they can deal with customers en masse. Without the latter capability, mass marketing would not be possible. Customers, [Read More →]