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 →]