Do we have to “trade off” privacy?

Look up privacy trade-offs on Google and you’ll get more than 150,000,000 results. The assumption in many of those is that privacy is something one can (and often should) trade away. Also that privacy trading is mostly done with marketers and advertisers, the most energetic of which take advantage of social media such as Twitter, FourSquare [Read More →]

VRM Mojo Working

Think of the industrialized world as Kansas and the Internet as Oz. The difference is actually more radical than that, because the Internet is real. From the perspective of industry, the Internet is actually surreal. It’s a place that calls for depiction by Dalí, or Escher or Magritte. For example, the term “content” suggests a [Read More →]

A Declaration of Customer Independence

Peter Hirshberg tells me that we have a Declaration of Customer Independence already, and it’s called The Cluetrain Manifesto. Could be. It’ll be interesting to see what happens when the 10th anniversary edition comes out in June. Peter thinks what we need now is a Constitution. Could be that’s what we’re working toward with ProjectVRM. [Read More →]

What’s completely screwed about this picture

So I got an email today from Forbes, with the subject “You are Important to Us”. It says this: Dear Subscriber: Forbes values you as a customer and your opinions are very important to us.  We are conducting a study and would like to include your opinions. The survey will take about 10 minutes to [Read More →]

VRM + CRM

Last night my wife asked me what we mean by “Free customers are more valuable than captive ones” and “equipping customers with tools of independence and engagement”. I thought about it and said, “Knights are more valuable than serfs.” When a company speaks of “capturing”, “acquiring”, “owning” and “locking in” customers, they’re treating customers like [Read More →]