Conversations Between Customers & Vendors
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Presentation made by Diogo Rebelo on November 29th of 2011 on the Tourism and Technology event on Centro de Congressos de Alfandega in Oporto The title was "Conversations Between Customers & Vendors" where Diogo presented is vision about the impact that the new trend VRM (Vendor Relationship Management) can have in Tourism.
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Conversations Between Customers & Vendors
- 1. Conversations between customers & vendors a new approach to relationship management in Tourism Turismo e Tecnologia: novos desafios, novas soluções Diogo Rebelo Centro de Congressos da Alfandega CEO@DRI 29 de Novembro de 2011 www.dri.pt
- 2. first a bit about us
- 3. DRI, portuguese company, est. 1999 Offices in Portugal and Spain Denmark and Norway in 2012 Projects in Portugal, Angola, Spain, Italy, USA, UK and South Korea ESA founder and SugarCRM Partner
- 4. We have done lots of projects All sorts of CRM and SocialCRM applications Online Communities and Social Networks Collaborative Intranets and Knowledge Portals
- 5. So we know a thing or two about Customer Engagement
- 7. we like to think beyond tomorrow
- 8. First
- 10. And Social CRM is getting started
- 11. there is still much to learn & improve
- 14. Privacy concerns
- 16. Who and What to trust
- 19. In to…
- 20. I need
- 21. But we need to go one step Further
- 23. Markets are conersations. Cluetrain Manifesto
- 24. People in networked markets have figured out that they get far better information and support om one another than om vendors. Cluetrain Manifesto
- 26. A new approach to conversations between Customers and Vendors
- 27. Vendor Relationship Management Enabling buyers and sellers to build mutually beneficial relationships
- 28. VRM Principles VRM tools provide customers with both independence from vendors and better ways of engaging with vendors
- 29. VRM Principles VRM is the customer side of CRM Free customers are more valuable than captive ones
- 30. But to be free, customers must
- 31. enter relationships with vendors as independent actors. be the points of integration for their own data. have control of data they generate and gather. be able to assert their own terms of engagement. be free to express their demands and intentions outside of any one company's control.
- 33. VRM tools Are personal. Help customers express intent. Help customers engage. Help customers manage. Are substitutable.
- 34. They are your real value. Give them control
- 35. We are not seats or eyeballs or end users or consumers. We are human beings—and our reach exceeds your grasp. Deal with it. Cluetrain Manifesto
- 36. VRM and Tourism
- 37. VRM and Tourism vrm, tacitly, has always been around customers talk more tools - facebook, google+, tripit vrm is fast and unstructured
- 38. VRM and Tourism new patterns will emerge standards for information logging by vendors standards for information search by customers
- 39. a platform between customers & vendors
- 40. the challenges lots of data will become available real time info about demand and supply + feedback
- 41. the challenges who will be able to cope? available as a service? available as a platform (not owned by a vendor)?
- 42. the opportunities more data => more niches small players will be able to step in and service many customers long tail models
- 43. We like this new marketplace much better. In fact, we are creating it. Cluetrain Manifesto
- 44. Thank you
- 45. talk to us diogo.rebelo@dri.pt info@dri.pt www.dri.pt