In writing up this post, mainly for use in a presentation later today, i’ve just noticed that it’s been ten years since I last wrote about this framework. Time flies, but the fundamentals of this model seem to remain the same; albeit i’ve now updated the model a bit with the better visual/ process tools […]
Category archives: CRM
Personalisation – Who Should Drive?
Yesterday I attended an excellent event hosted by Merkle in Edinburgh. There was a lot of very impressive content, tech and skills on show; the highlight was the debate hosted by Firas Khnaisser on whether brands should or should not give up on personalisation (Gartner predicts 80% will by 2025). In the debate, the ‘let’s […]
How CustomerTech Can Improve Product/ Service Reviews
This post writes up my take on a discussion on the VRM List, that initially asked the question ‘can reviews be made portable so that they can appear in more than one place?’. The short answer is we believe yes, there is at least one way to do that, using JLINC, and quite possibly other […]
It’s Time to Start Talking About Co-managed Data
As we reach the end of another decade, I’ve been reflecting on the changes over the last ten years in my areas of interest – customer management as my day job, and personal data management for individuals as my hobby horse. For the former I’d say it’s been a very poor decade indeed; the latter […]
The First Large Scale CRM Plus VRM Business?
Nice to see Cheap Energy Club from MoneySavingExpert make it out the door, having worked on that for a big chunk of last year. At first glance it might look like another comparison site, but there’s lots more under the hood – data built on the individual side, automated checking, mi-data ready, and a few more […]
A CRM plus VRM Venn for 2013
I spent most of 2012 with head down consulting on a couple of big ‘CRM plus VRM’ propositions – more on those when they show up in the wild. So i’ve been pondering on where to focus on in 2013. I put together this Venn diagram to help think through which areas of our work […]
Filling in the Empty Space – The Personal Data Store
I said here that at present there are very few genuine VRM tools available right for use right now, and that the main reason for that is that the underlying plumbing is not yet in place at any kind of scale. By ‘plumbing’, I mean that ‘personal data stores’ and all that they imply are […]
Sales Process… meet Buying Process; and why context trumps segmentation
I’ve been doing some thinking in advance of getting stuck into the development of open standards for User Driven and Volunteered Personal Information. That work is being done here if you are interested in joining in. I’ve been thinking mainly about how best to explain what happens to buying processes and sales processes when volunteered […]
Who Said Privacy Was Dead…..?
BT decides against deploying Phorm behavioural tracking. The mobile phone directory Connectivity/ 118800 shut down by pressure from individuals who did not want their details scraped and published. Facebook found to be in breach of Canadian Privacy law. So, what have Phorm, Connectivity and Facebook got in common? Referring back to the Personal Data Eco-system […]
That’s Good, Now We Can Get Started With CRM….Meet VRM
This post by Paul Greenberg is the first i’ve read on ‘Social CRM’, and it looks like I came across it at the right time – Paul has drawn a line on what has clearly been a long debate, and set out a detailed definition and description of Social CRM that he will run with. […]