C2B

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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The business problems only customers can solve

Customer Commons was created because there are many business and market problems that can only be solved from the customers’ side, under the customer’s control, and at scale, with #customertech. In the absence of solutions that customers control, both customers and businesses are forced to use business-side-only solutions that limit customer power to what can be done within each business’s silo, or to await regulatory help, usually crafted by captive regulators who can’t even imagine full customer agency. Here are…

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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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How customers help companies comply with the GDPR

That’s what we’re starting this Thursday (26 April) at GDPR Hack Day at MIT. The GDPR‘s “sunrise day” — when the EU can start laying fines on companies for violations of it — is May 25th. We want to be ready for that: with a cookie of our own baking that will get us past the “gauntlet walls” of consent requirements that are already appearing on the world’s commercial websites—especially the ad-supported ones. The reason is this: Which you can also see…

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New Rules for Privacy Regulations

The Wall Street Journal has an informative conversation with Lawrence Lessig: Technology Will Create New Models for Privacy Regulation. What underlies a change toward new models are two points: the servers holding vast user databases are increasingly (and very cheaply) breached, and the value of the information in those databases is being transferred to something more aligned to VRM: use of the data, on a need to know basis. Lessig notes: The average cost per user of a data breach…

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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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Why CRM needs to turn around

This guest post is by Charles Oppenheimer, creator of Prizzm and Mightbuy.it CRM (customer relationship management ) are systems that companies use to track their customers.  The hope for most companies that invest in CRM is that their  investment will produce happier customers, that loyal customers will produce more profits. To some extent CRM investment has worked for companies that have made long term investments in CRM processes, despite the flaws with these systems.     Apple is a decent example,…

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Let’s help NBC prep for the 2014 Winter Olympics

The 2012 Summer Olympics are almost over, but not the challenge of a world where more and more customers are looking to watch coverage — especially of the live kind — on devices other than TVs, and through connections other than cable and satellite. This has proved hard for many cable and satellite TV customers (myself, for example.) who would also like to watch NBC’s coverage on computers, smartphones, tablets, or large screens connected directly over the Internet. For example,…

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The Promise of the Personal Cloud

The term “personal cloud” is only about a year old and has a wildly disparate set of meanings.  For some, services such as Facebook, Dropbox, and SugarSynch are personal clouds.  For others the gold standard is iCloud, which stores data and media and manages your apps from all your devices – as long as they are all from Apple.  I find myself agreeing with Jon Udell who writes in Wired, “I see signs of the personal cloud in services like…

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