This week I attended VRM-CRM Workshop produced by Doc Searls and his team.
Workshop was held at Harvard Law School facilities. Attendees included vendors and thought leaders in VRM space, some industry folks, few CRM practitioners and others. Format of the event was a blend of formal presentations/panel discussions and un-conference type of activities masterfully moderated by Kaliya Hamlin.
Here are videos from Day 1 of the workshop:
I also taped couple of break-out sessions. One was on Government 2.0 and community involvement in governance. And the other one was a demo of VRM-like application for personal medical information/processes management.
Interesting data on #VRMCRM2010 Twitter coverage:
Here is a quick recap of my views on VRM:
- still in early stages of development;
- very technology focused;
- no clear definitions of what VRM application is and what is not;
- VRM depends on people’s willingness to share their personal data/activities in cloud-based Personal Data Stores – I anticipate lots of discussion related to security, privacy;
- Customer Master Data files: what is the overlap or potential overlap with PDS-stored data and customer data maintained in ERP/CRM systems – ownership and synchronization issues;
- VRM will shine more when applied to cross-industry – processes-based applications [see medical example video above].
- I recommend more industry specialists attending future workshops and creating business cases and roadmaps for actual applications;
- VRM and CRM systems will have to be integrated in a future. Examples:
- sales process: pricing, products, customers data are maintained in CRM; intents, etc will be captured via VRM; analytics will reside on both; etc..
- marketing: CRM will keep track of all marketing campaigns, metrics, materials, etc; VRM will potentially supply leads for some of the marketing activities;
- service/support: CRM will handle all back-end tasks – problem tickets creation, assignment, metrics; VRM and Social will allow to capture complains, knowledge..
I might be completely off as this was my first exposure to the VRM world. But I do want to bring VRM discussions closer to specific business processes and have more detailed discussions on a process per process basis with technology as an enabler..
I am sure your views differ from mine – feel free to challenge me here!
Thanks again to Doc Searls and team for facilitating amazing discussions and bringing top minds to VRM-CRM summit this week!
SocialCRMExpert
1 year ago
#scrm Blog · Collaboration – Tools List · Social Business (SCRM+E20) Blogs · Social CRM and Enterprise 2.0 Referen… http://bit.ly/bNfTHb
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satyakri
1 year ago
“My thoughts on VRM CRM workshop. | Social CRM World ( SCRM )” – http://bit.ly/9nwT0J via @Apture
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David Evans
1 year ago
Enjoyed what was able to participate in on day one. I’m squarely in the consumer camp in terms of parsing lifestreams and various social API’s to create a system of more focused marketing (less banner ads, better targeted FB and social marketing, etc.) Will be hanging out in that space if anyone wants to discuss and brainstorm.
glfceo
1 year ago
I see VRM having more touch points with CRM vs SCRM.. you? http://bit.ly/cV3MfQ #vrmcrm2010
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_social_club_
1 year ago
I see VRM having more touch points with CRM vs SCRM.. you? http://bit.ly/cV3MfQ #vrmcrm2010: http://bit.ly/bndezT
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NicolasMax
1 year ago
My thoughts on VRM CRM workshop http://scrmworld.com/my-thoughts-on-vrm-crm-workshop/
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CoCreatr
1 year ago
@GrahamHill like this? http://scrmworld.com/my-thoughts-on-vrm-crm-workshop/
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GrahamHill
1 year ago
Reading through some of the highlights of the recent CRM & VRM Workshop at Harvard http://scrmworld.com/my-thoughts-on-vrm-crm-workshop/
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