Tag: relationships

VRM + CRM

July 28, 2010 / / 0 Comments

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 working on, sit down and talk.

Some of this is already happening. More will happen next week in New York. And more will happen in some other gatherings that are in the works. Stay tuned for those.

I think that will help answer some of the questions that have been coming up — partly as a result of what I’ve been writing here, and especially after CRM Magazine’s May Issue, Julian Gay’s Beyond Social CRM post, Ewe Hook’s Edison, Insull and planning for the future of VRM and Mitch Lieberman’s VRM Who Has the Relationship Repsonsibility Anyway?, in CRM Ousiders. Martin Schneider’s follow-up, Remember, No One “Owns” a Relationship aligns exactly with what I wrote in Cooperation vs. Coercion and in R-buttons and the open marketplace. As I said there,

Markets, in both their literal and metaphorical meanings, are middle grounds. They are places where we are selectively open to society, and especially to sellers — and where they are open to us. One way to represent that is to turn our silos on their sides and open them up, so we each have a representation of containment, but also of openness, and even of attraction. So, instead of having silos, we have magnets, like this:

You are on the left. The seller is on the right. And the market is in the middle.

The VRM community is working on building this out. (As we said above, the CRM community has begun to join the effort as well.) We are doing this by creating ways of relating in which both sides are open to the other, but neither contains the other. The two can have attractions toward each other, but engagement is optional. Think of the result as a market that’s far more free than the your-choice-of-silo model.

This also realates to Larry Augustin‘s Some Thoughts on Open post. Larry runs SugarCRM. Larry and I go way back to the 90s, when he started VA Linux and I was still a rookie editor for Linux Journal. Even at a distance we’ve been manning the same barricades for the duration. (Much of the time explaining the same things over and over again. Right, Larry? 🙂

I’m also know people at SalesForce.com, including Marc Benioff and especially my old buddy Steve Gillmor (for whom I can’t find a link currently, so here’s his latest Gillmor Gang, which I was on). Plus people at SAP, Oracle, IBM and Microsoft. (Though in some cases not in their CRM divisions.) I’m looking forward to seeing and talking to many of those folks (and more) over the coming weeks and months. More importantly, I’m looking forward to VRM developers other than myself meeting with their counterparts on the CRM side. And with customers and users of CRM software and services.

Meanwhile I’m looking for ways that ordinary users — that’s all of us — can become more aware and mindful of the good work that folks in the CRM community are trying to do. I’m talking here about the work that doesn’t just try to “capture,” “acquire,” “own,” “lock in” or otherwise “manage” us as if we were slaves or cattle. This customer-respecting work is at the leading edge of the CRM world. Respectable customers are at the leading edge of the VRM world. The twain should meet.

I should add that there is much happening in VRM that isn’t CRM facing as well. But for the next few weeks, the focus for many of us will be on reaching across and building out the new common ground between VRM and CRM. That ground is the marketplace, and in many ways it’s still virgin and unspoiled territory.

VRM is personal

November 20, 2008 / / 18 Comments

“Social” is a bubble. Trust me on this. I urge all consultants on “social ______” (fill in the blank) to make hay while the sun shines. Even as the current depression deepens, lots of companies are starting to realize that this “social” thing is hot stuff and they need to get hip to Twitter and the rest of it. (Just ask the Motrin folks.)

And it is hot. But much of that heat is relative to its absence in other areas. “Social” has sucked a lot of oxygen out of the online conversational room.

Meanwhile, here’s the challenge: make the Net personal. Make relationships personal. Equip individuals with tools of independence and engagement. That’s what VRM is about.

I bring this up because I just ran across this post by Tim Kitchin, in which he calls VRM a “reductionistically-named discipline” (never thought about it that way, but I suppose he’s right), and sees it as a “form of social brokerage”. Which it might be, if by social you mean just two parties.

Tim writes,

Now there will always be tensions in VRM between those who approach it from a values-based standpoint of individualism and those who see it merely as a source of efficiency gains – the value perspective. Clearly, for it to work, both perspectives must fuse together…and both are also a red herring in some ways.

He’s right — up to that last point. Because the individualism of VRM is about its point of origination: the individual.

At its base VRM is simple: it’s personal. It’s me or you and the vendors (or other organizations) with which we relate — whether that relating is deep or shallow, enduring or transitory. It’s how individual demand drives and relates to supply.

It’s hard to explain that in a world where conversation drifts easily to “social” everything. And where there are aspects of VRM that will become social. Also in the absence of working code. (Though there are some things with VRMmy qualities, and may actually qualify as VRM. I hope to meet some at this afternoon’s VRM Event here in Amsterdam.) And there are individual matters, such as one’s “social graph”, that pertain. But VRM remains primarily an individual matter.

One more thing, and this is personal too. I am not anybody’s “capital”. You or your company may call me an “asset” or think you have “acquired” me, or “own” me as a customer. But I am and wish to remain a free, sovereign and independent agent of my own soul. There is no price on that. But there is far more value in it than anything you can measure with the economics of transaction alone.

Free customers are more valuable than captive ones. That’s the point of VRM. Proving it is our challenge.

Hat tip to Adriana for the pointer.

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