how respect network will make vrm work
DESCRIPTION
VRM (Vendor Relationship Management) is the customer-side counterpart to CRM (Customer Relationship Management). Described extensively in Doc Searls book The Intention Economy, this webinar shows how Respect Network, the world’s first personal cloud network, will make VRM a reality. Presented by Doc Searls, Drummond Reed (Respect Network Co-Founder and CTO), and Dan Blum (Respect Network Chief Security Architect), it first explains what VRM and the Respect Network are and then gives four concrete examples of how VRM is a win-win for both customers and businesses: safe single sign-on, automated change-of-address, intentcasting, and straight-thru customer service.TRANSCRIPT
How Will Respect Network Make VRM Work?
2013-10-10Doc Searls, The Searls GroupDrummond Reed, CTO, Respect NetworkDan Blum, Principal Consultant, Respect Network
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Topics
1. What is VRM?
2. What is Respect Network?
3. What are some concrete examples of how Respect Network will make VRM work?
– Safe single-sign on (“social login that doesn’t suck”)
– Change-of-address
– Intentcasting
– Customer service
4. Conclusion: What should businesses do?
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Doc Searls, President, The Searls Group
• Founder & Director, Project VRM, Harvard Berkman Center for Internet and Society
• Fellow, Center for Information Technology and Society, Univ. of California Santa Barbara
• Author, The Intention Economy (Harvard Business Press, 2012)
• Co-Author, The Cluetrain Manifesto (Basic Books, 2000, 2010)
• Senior Editor, Linux Journal• Co-Founder, Customer Commons
What is VRM?
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VRM provides customers with tools and services for relating.
VRMCRM, or whatever
VRM tools are driven by customers.
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With VRM, customers drive in both loopsof the customer journey.
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There are many breedsof VRM code, tools and services.
• Personal data management and use — including personal clouds (aka “stores,” “lockers” and “vaults”)
• Intentcasting and messaging• Privacy protection & projection (e.g.
through terms & policies individuals assert)• Trust-based or –providing systems• Combinations of some or all of the above• Base level code, standards, protocols, etc.
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Drummond Reed, CTO, Respect Network• 1995-2007: Co-Founder & CTO, Cordance• 2004 – Co-Chair, OASIS XDI Technical Committee• 2005 – Founding Board Member, OpenID
Foundation• 2009 – 2010 Executive Director, Information
Card Foundation• 2010 – Founding Executive Director, Open
Identity Exchange• 2011: Co-Founder Respect Network
What is Respect Network?
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Personal Clouds +Trust Network
=
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Today, when people hear the term “cloud”, they think “big servers in the sky” used by companies to
connect systems and crunch Big Data
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A personal cloud is a personal computer in the sky that lets an individual connect his/her own systems
and crunch his/her own data
Personal Cloud
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Like email, personal clouds will be available from commercial or non-profit cloud service providers
(CSPs) or you can host your own
Personal Cloud
Personal Cloud Personal Cloud
Personal Cloud
Personal Cloud Personal Cloud
Personal Cloud
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Like a personal computer, a personal cloud is also a platform for new apps that can intelligently share
data in ways PCs and smartphones alone can’t
Personal Cloud
• Apps can run in the cloud, on local devices, or both
• Apps can store and share data through the personal cloud
• Apps can manage connections, relationships, communications
• Apps can come from any developer or app store
• NO ambiguity about who owns and controls the data
Whisper DOX
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What do personal clouds have to do with a
trust network?
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Just as personal computers are networked, personal clouds are networked through smart, private connections called personal channels
Business Cloud
Personal channel
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Unlike email or social networks, personal channels can do both secure messaging and
secure data sharing in both directions
Secure messaging
Secure data sharing
Business Cloud
Respect Network personal channels use the open standard OASIS XDI
semantic data interchange protocol
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Using personal channels, personal and business clouds can be connected into a private P2P network
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Using a shared trust framework, the members of this network can form a self-reinforcing trust network
Business Cloud✔
✔ ✔
✔✔
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This trust network resembles a credit card network, only for sharing data, not money
Payment
Transaction Relationship
Issuing bank Acquiring bank
Interchange fee$
$$
$Relationship fee
$
$$
$Rewards Rewards
On a credit card network, businesses pay interchange fees based on the
value of the transactions facilitated by the network
On the Respect Network, businesses pay relationship fees based on the
value of the relationships facilitated by the network
Personal channel
Cloud provider Cloud provider
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The Respect Network is based on the Respect Trust Framework, a
promise of permission, protection, portability, and proof.
It won the Privacy Award at the 2011 European Identity
Conference.
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Personal Clouds +Trust Network
=
So how will Respect Network make VRM work?
Example #1: Safe Single Sign-On
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• All login data shared with social network• Privacy concerns for both user & site• Not portable—you can be “locked out”• Minimal security, dictated by one company• Permanent dependency on middleman
The problem: social login is anything but safe
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The VRM solution: safe single sign-on
Business Cloud
• All login data stored privately in personal cloud• Not shared with anyone without user’s permission• Open standard—portable for life• “Race to the top” for best security• Direct P2P connection—no middleman
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The next 3 screens show the user experience for Facebook Login at The San Francisco Examiner
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The next 3 screens show what Respect Connect personal cloud login would look like at The San Francisco
Examiner
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Login with Respect Connect
Okay Cancel
Drummond ReedName
98133Zip
code*
The San Francisco ExaminerMember since May 2014
RespectConnection
s
304
Personal cloud data requested: Permissions requested:
Send daily news summary
Send weekly news summary
All data shared under the Respect Trust Framework
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Example #2: Change of Address
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The problem: change-of-address is a universal business hassle that costs customers time
and businesses money
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The VRM solution: automatic updates over secure personal channels
Business Cloud
• User makes change once in personal cloud• All permissioned channels are updated• Open standard XDI message is digitally signed• Update can flow directly into business systems• Full audit trail on both sides
Business Cloud
Business CloudChange-of-address
Example #3: Intentcasting
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The problem: The Attention Economy
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The VRM solution:
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Intentcasting is way of signaling trusted vendors that you are in the market for a
product or service so they can come to you
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Intentcasting uses personal channels to deliver a “personal RFP” to trusted vendors
Business Cloud
• User signals intent to personal cloud• Personal cloud matches it with personal channels• Only matching trusted vendors receive the signal• Vendors access relevant personal cloud data• Vendors return just-in-time bespoke offers
Business Cloud
Business Cloud
Intentcast
✔
✔
Example #4: Customer Service
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The problem: IVR hell
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The VRM solution: Talktags
For instant customer service scan this tag
with your smartphone
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Talktags get you straight-thru customer service
Business Cloud
• Talktag ships with the product• Scan with smartphone for instant service• Personal channel is set up automatically• All relevant data & context can be communicated• Auto-logged in personal cloud for future reference
Conclusion: What should businesses do?
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Dan Blum, Principal Consultant and Chief Security Architect, Respect Network
• Internationally-recognized security and identity expert• 1998-2009: Burton Group
– Principal Consultant for large enterprises, leading technology providers– Research Director for Identity and Privacy Strategies (IDPS)– Research Director for Security and Risk Management Strategies (SRMS) and
lead author on SRMS Reference Architecture
• 2010-2013: VP & Distinguished Analyst at Gartner– Agenda manager for security reference architecture– Lead analyst for cloud security and other topics– Won Golden Quill Award in 2011
• March 2013: Joined Respect Network to develop consulting practice and guide peer cloud security architecture
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Get Ready
s are coming!The
=empowered customers
Whisper
DOX
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Business Use Case Examples
• Retail: Loyalty programs• Manufacturing: Internet of Things• Health care: Secure data exchange, Meaningful Use,
patient engagement• Financial services: Micro-accounting, choosing systems
for willing buyers of digital assets• Telecommunications: Enhanced account management,
value-added services• Information technology (IT): BYOD solutions• Utilities: Subscriber data give backs, energy efficiency
Respect Consulting
• Leverage our world-class team to help organizations:– Determine how and when to leverage personal clouds & VRM– Assess and develop enterprise security architecture – Assess and develop cloud security architecture– Architect and build next generation identity management systems– Develop federated identity architecture
• Delivered via:– Onsite 1-3 day workshops– Custom consulting leveraging our own team and our partners
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Q&A
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Upcoming Respect Network Webinars
• Trust and Reputation on a Personal Cloud Network• Connecting the Internet of Things to the Internet of People• Respect Connect: From Social Login to Personal Cloud Login
(Repeat: first presented Sept 10 2013, slides posted)
Gary Rowe, CEODrummond Reed, CTODan Blum, Principal ConsultantAndy Dale, VP Development
[email protected]@respectnetwork.com
[email protected]@respectnetwork.com