Tag: Salesforce.com

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 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.

CRM & VRM, Figure & Ground

Antagonyms, Social Circles and Chattering about VRM is a deep and helpful piece by Cliff Gerrish on his blog. He starts by visiting and (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 were (at least in part) a result of internal perspective and experience (“Google launched Buzz as a consumer product, but tested it as an enterprise product”). From there he suggests that CRM and VRM also require that we consider perspective and reciprocity:

Meanwhile, introduces Chatter to the enterprise and rolls it out at no extra charge to all employees on the internal network. And while it will start inside the enterprise, Chatter will quickly expand to the boundaries and begin to cross over. From a business perspective, it’ll be used to turbo-charge collaboration and create real-time communication for project teams and business units. But very quickly you’ll see friends sending messages to each other about meeting up for lunch, and a public-personal communications channel will be opened within the enterprise. And the circles will connect and widen from there.

Here are a couple more Contranyms:

clip (attach to) – clip (cut off from)

cleave (to cut apart) – cleave (to seal together)

Salesforce.com calls itself the leader in Customer Relationship Management and Cloud Computing. Chatter may just be the communication medium that ultimately contains both CRM and its opposite number, VRM. Vendor Relationship Management is a reaction to the data toolsets belonging to the enterprise and not to the individual customer.

In a narrow sense, VRM is the reciprocal — the customer side — of CRM (or Customer Relationship Management). VRM tools provide customers with the means to bear their side of the relationship burden. They relieve CRM of the perceived need to “capture,” “acquire,” “lock in,” “manage,” and otherwise employ the language and thinking of slave-owners when dealing with customers. With VRM operating on the customer’s side, CRM systems will no longer be alone in trying to improve the ways companies relate to customers. Customers will be also be involved, as fully empowered participants, rather than as captive followers.

If you were to think about what kind of infrastructure you’d want to run VRM on, Salesforce.com would be ideal. To run the mirror image of CRM, you need the same set of services and scale. The individual Chatter account could be the doorway to a set of VRM services. I can already see developers using the Force.com platform to populate a VRM app store.

Some corporations will attempt to maximize the business value of each individual worker, stripping out all the extraneous human factors. will be erected to keep the outside from the inside, the personal from the business, and the public from the private. But when you put messaging and communications tools into the hands of people they will find ways to talk to each other— about work, life, play, the project, and the joke they just heard at the water cooler.

I’ll need to study Salesforce’s services before I venture opinions about how well they apply on the VRM side. But in the meantime I do think there is an especially appropriate optical illusion for illustrating CRM/VRM reciprocity: the :

Rubin2

As Wikipedia currently puts it,

Rubin’s vase (sometimes known as the Rubin face or the Figure-ground vase) is a famous set of cognitive developed around 1915 by the . They were first introduced at large in Rubin’s two-volume work, the Danish-language Synsoplevede Figurer (“Visual Figures”), which was very well-received; Rubin included a number of examples, like a Maltese cross figure in black and white, but the one that became the most famous was his vase example, perhaps because the Maltese cross one could also be easily interpreted as a black and white beachball.

One can then state as a fundamental principle: When two fields have a common border, and one is seen as and the other as , the immediate perceptual experience is characterized by a shaping effect which emerges from the common border of the fields and which operates only on one field or operates more strongly on one than on the other.

Says Rubin (in Synsoplevede Figurer, 1915),

One can then state as a fundamental principle: When two fields have a common border, and one is seen as and the other as , the immediate perceptual experience is characterized by a shaping effect which emerges from the common border of the fields and which operates only on one field or operates more strongly on one than on the other.

Over the next century Rubin’s vase illusion has more commonly been illustrated with a wine glass between two faces (perhaps because we’re drinking more and arranging flowers less):

I think this imagery does a better job of illustrating the figure-ground distinctions of CRM and VRM. I suggest that CRM sees the wine glass (from which they might drink from the wealth of well-managed relationships with customers), while VRM sees two faces that represent one-to-one interactions between equals.

After CRM and VRM come to be working well together, vendors and customers will still have their own tilted perspectives — one’s figure will be the other’s ground — but both will be fully present.

As of today that’s not the case. CRM is a multi-$billion industry, while VRM is just getting started. Perhaps, by thinking about CRM from a VRM perspective (and vice versa), we can build out tools and solutions better, and faster.

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