Iain Henderson

Putting the R back in CRM

Every customer is familiar with Customer Relationship Management (aka CRM). They meet it when they get personal offers, when they call customer service, or any time they deal with companies that seem to know who they are. Doing this is a  huge business, passing $40 billion worldwide in 2018, and expected to be twice that in 2015. All of CRM is also B2B: business to business. Salesforce, SAP, Microsoft Dynamics, Oracle, Adobe and IBM don’t sell their CRM services to…

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Change of Address (√)

Way back in 2006 or so, in the first Project VRM meetings, our canonical use case was ‘change of address’; that is to say, we wanted individuals to have the ability to update their address in one place and have that flow to multiple suppliers. That seemed easy enough, so we thought at the time; all that’s needed is: – a data store controlled by the individual – a user interface – an API that allowed organisations to connect We…

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The Personal Data Eco-system

Post from 2009 reposted here to facilitate further discussion. At the VRM workshop, we discussed the need for the concept of the Personal Data Store, what it would do in practice, and what that will ultimately enable. Why we need such things – because individuals have a complex need to manage personal information over a lifetime, and the tools they have at their disposal today to do so are inadequate. Existing tools include the brain (which is good but does…

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Omie Update (version 0.2)

We’re overdue an update on the Omie Project…., so here goes. To re-cap: We at Customer Commons believe there is room/ need for a device that sits firmly on the side of the individual when it comes to their role as a customer or potential customer. That can and will mean many things and iterations over time, but for now we’re focusing on getting a simple prototype up and running using existing freely available components that don’t lock us in…

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