CRM panel - Dan Miller, Denis Pombriant, Josh Weinberger, John McKean
One definition of VRM is better use of information for competition (missed exact quote, see if anyone else tweets)
Talking about behavioral issues behind transition to VRM
70% of issues behind adoption are behavioral
Horizontal axis: Transaction > Relationship
Vertical axis: Vendor driven > Customer driven
Progression: Increasing levels of emotion, from CRM to SocialCRM to VRM
Acknowledgement, respect, trust
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