Complaining vs. Buying

Q: “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 →]

Google’s Wallet and VRM

Yesterday Google opened the curtain on Google Wallet. I think it’s the most important thing Google has launched since the search engine. Here’s why: Reason #1: We’ve always needed an electronic wallet, especially one in our mobile phone. And, although others have tried to give us one, it hasn’t worked out for them, because… Reason #2: We’ve [Read More →]

VRMomentum

Thanks to a question from @RebeccaCaroe, VRM is now on the radar of Peppers & Rogers, a business consulting group I have followed and respected for nearly two decades. Much of what we’re doing with VRM is right in line with what Peppers & Rogers have been writing and talking about for the duration, so [Read More →]

VRM + CRM

We’ve reached the point where VRM and CRM developers are ready to talk. There is a lot of CRM-facing development going on in the VRM community. A number of both commercial and non-commercial projects on this list are involved, and some are far enough downstream that folks in both communities need to show what they’re [Read More →]

Positioning VRM

@JulianGay just put up a terrific piece called Beyond Social CRM that positions VRM very nicely. Here’s the graphic: It’s important for anybody who wants to see how these pieces fit together. VRM’s scope goes into the post-transaction zone as well, but I also don’t want to get too ambitious here. The ovals do a [Read More →]

Posted in crm, Horizontal ideas, VRM+CRM. Tags: , , . Comments Off »

Cooperation vs. Coercion

We think of markets as competitive places: arenas, battlegrounds, playing fields, boxing rings. Which they are, if you look at them from the standpoint of vendors. As buyers, we do want vendors to compete, of course. But we also want them to cooperate — with us. From our perspective, markets are places where we shop, [Read More →]

VRM on the CRM radar

From the last paragraph the latest post by Lauren McKay in the CRM Magazine Blog: “Stay tuned for the May issue of CRM, which will focus on vendor relationship management (VRM). You’ll hear about tools (such as mobile coupons) that provide customers with both independence from vendors and better ways of engaging with vendors. It’s [Read More →]

Posted in crm, Links, Vertical ideas, VRM. Tags: , , , , . Comments Off »

CRM & VRM, Figure & Ground

Antagonyms, Social Circles and Chattering about VRM is a deep and helpful piece by Cliff Gerrish on his Echovar blog. He starts by visiting antagonyms and contranyms (words that carry dual and opposing meanings) and how context tilts perception and meaning toward one side or another. By example he suggests that Google’s problems with Buzz [Read More →]

VRMspotting

Graham Sadd (@grahamsadd) in VRM Trust Matters: MyCustomer.com publishes the second half of Doc Searls predictions and emerging forms of VRM but I couldn’t resist adding a few to his list. As a long term advocate of VRM (or SRM as I used to call it back in the last century) I fully agree with [Read More →]