Tomas Kohl has outlined a somewhat hostile view on the composition of CRM 2.0 :)
He is probably right that there is nothing like harmony in the interaction of these components. And as Paul Greenberg stated, VRM is a kind of opposition to CRM, which means the customer will follow nothing but his own interests in such a context.
BUT, from a company perspective, wouldn't it be possible to leverage VRM to build a CRM 2.0 strategy?
Could this be the differentiator for a business if it deals with VRM (and all the other Web 2.0 inventions) rather than fighting it (or seeing it as a threat)?
I am sure that there is a lot of tension and potential conflicts associated in this interaction, but I think the company that can deal with it the best will win. And even if the driving forces for a business are always profits (and that's how it should be), a proper CRM 2.0 strategy has to place the customer much more centric as this is the case currently.
After reading Tomas' view on things and spending more thoughts on it, I think I will need to revise my simple diagram a little. It does not reflect the reality as it should. Thanks for the feedback here!
Technorati Tags: CRM 2.0, CRM, SCM, PRM, VRM
He is probably right that there is nothing like harmony in the interaction of these components. And as Paul Greenberg stated, VRM is a kind of opposition to CRM, which means the customer will follow nothing but his own interests in such a context.
BUT, from a company perspective, wouldn't it be possible to leverage VRM to build a CRM 2.0 strategy?
Could this be the differentiator for a business if it deals with VRM (and all the other Web 2.0 inventions) rather than fighting it (or seeing it as a threat)?
I am sure that there is a lot of tension and potential conflicts associated in this interaction, but I think the company that can deal with it the best will win. And even if the driving forces for a business are always profits (and that's how it should be), a proper CRM 2.0 strategy has to place the customer much more centric as this is the case currently.
After reading Tomas' view on things and spending more thoughts on it, I think I will need to revise my simple diagram a little. It does not reflect the reality as it should. Thanks for the feedback here!
Technorati Tags: CRM 2.0, CRM, SCM, PRM, VRM
