I just recorded my call with Apple Support to improve customer service:
How to hang up on a Mobile Me customer.
Apple can come to this web site to receive assistance.
Category: Uncategorized (Page 3 of 3)
So, with the help of vangeest and Twitter Search for #vrmevent, I’m addressing questions tweeted from the virtual floor here at the VRM Event in Amsterdam. Here goes…
vangeest: @dsearls: retweet @vangeest: #vrmevent: what is the relationship between the good old B2B marketplaces like Ariba and VRM?
As an idea VRM owes something to B2B, for the simple reason that B2B relationships tend to be between equals. Thus they can be rich and complex as well. B2C tend to be simplified on the B side, mostly so maximum numbers of templated Cs can be “managed”. Iain Henderson has talked about how there are thousands of variables involved in B2B VRM, while only a handful with CRM, which is B2C.
VRM essentially turns B2C into a breed of B2B — to the degree that both terms no longer apply. VRM equips individuals to express their demand in ways that B2C never allowed, and B2B never included.
But VRM is not a site, or a marketplace. That makes it different from Ariba, eBay, or online marketplaces. VRM may happen inside of those places, but VRM is not about those places.
Most importantly, VRM is not something that companies give to customers. It’s something customers bring to companies.
zantinghbozic: #vrmevent ichoosr: vrm is socialism 2.0 – http://mobypicture.com/?pcg0qr
This reports a provocative tease by Bart Stevens of iChoosr in his opening slide. I don’t agree with the statement, but his deeper point rings true: it involves a shift in power in the marketplace, from producers to consumers. Except I wouldn’t use the word consumers. I’ll explain that later.
PGreenburg: should we call CRM 2.0….duh…..VRM?
Bart Stevens: VRM vrs the “I waste a 1 billion dollar/year industry, and The wheel, fire and… VRM.
Nick Brisbourne: VRM – requirements of a good service.
Keith Hopper: Empowering the individual creates beneficial outcomes and cultivates an environment where these contributions are most valuable. Since the best participatory environments exist to serve individuals and address their interests first and foremost, the heavy-handed, centralized actions or exploitation of participants corrupts an online collective environment irreparably. Ideally, participants develop a feeling of ownership over the environment, and providing such an atmosphere is indispensable to ensure the environment’s continuance.
Martin Kuppinger: For me, VRM, infocards and technologies like U-Prove are the pieces of a puzzle which, when ready, shows personalization and profiling as the picture.
Nilhan: The Web 2.0 Social VRM impact on Insurance and Financial Services.
I’ve just been pointed to this open letter to Google and Microsoft. Just taking public notes here.
[Note: As of May 2019, that open letter is gone. If anybody can find it, let us know. Thanks.]
What would happen if network speed was driven by usage rather than fixed provisioning?
That’s the question on the floor of the Berkman Center Fellows meeting I’m attending right now. (Or the ceiling, which is where I am, via teleconferencing speakers.) We’re so used to thinking of connectivity, and bandwidth, as something entirely controlled by the supply-side.
But what happens when we actually respect the power of the marketplace? What happens when the supply side listens to, and responds to, and provisions against, individual customer demand? Instead of broadband, call it…um, flexband.
The supply side would get a lot more business, wouldn’t ya think?
Rather than the few uses suppliers can imagine (TV, voip, downloads), there would be an infinite variety of uses (games, offsite storage, business services, whatever).
Obviously, this requires VRM equippage.
What would that be?
Project VRM is a research and development project of the Berkman Center for Internet and Society at Harvard University. Its purpose is to study and support the development of tools that provide customers with both independence from, and engagement with, vendors. Think of VRM as the way customers relate to vendor CRM (customer relationship management) systems.