vrm workshop feb2008
DESCRIPTION
Vendor Relationship Management (VRM) workshop slides for the 2008 "Customer Service is the New Marketing" conference in San Francisco.TRANSCRIPT
Vendor Relationship ManagementEnabling buyers and sellers to build mutually beneficial relationships.
Background
Berkman Project
Started by Doc Searls
Reciprocal of CRM
“Manage vendors as least aswell as they manage us”
Intersects with identity,marketing, support, sales…
phot
o: d
ebs
CRM / VRMScenarios
customer control
vendor control
trans
actio
ns
rela
tions
hips
the globalvillage
the matrix(blue pill)
minorityreport
me-ville
Goals
Define and advocate a clearvision for VRMEnsure the development andpublishing of open standardsand specs for VRM servicesCreate a lightweight andeffective VRM org structureDrive VRM usageCreate and oversee a VRMcompliance program
phot
o: g
aura
ng
PotentialPotentialInitiativesInitiatives
Personal KnowledgeBanksPersonal Health RecordsDigital ReceiptsPersonal RFPsSupport Beacons
VRM SessionInternet Identity Workshop (2007)
Getting Involved
Project VRM Site - http://www.projectvrm.orgMailing List - http://cyber.law.harvard.edu/projectvrm/Mailing_list
Blog - http://blogs.law.harvard.edu/vrm/
