conversations between customers and vendors

Conversations between customers & vendorsa new approach to relationship management in Tourism

Diogo RebeloCEO@DRIwww.dri.pt

Turismo e Tecnologia: novos desafios, novas soluçõesCentro de Congressos da Alfandega29 de Novembro de 2011

firsta bit about us

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

All sorts of CRM and SocialCRM applications

Online Communities and Social Networks

Collaborative Intranets and Knowledge Portals

We have done lots of projects

So we know a thing or two about CustomerEngagement

All great, but...

we like to think beyond tomorrow

First

CRM is not Dead

And Social CRMis getting started

there is still much to learn & improve

but some issues emerge

information in silos

Privacyconcerns

Decisionsare complicated

Who and Whatto trust

we are shifting from this

In to…

I need

But we need to go one step

Further

Markets are conersations.

Cluetrain Manifesto

People in networked markets have figured out that they get far better information and support om one another than om vendors.

Cluetrain Manifesto

more than API’s andinteroperability

A new approach to conversations between

Customers and Vendors

Vendor RelationshipManagementEnabling buyers and sellers to build mutually beneficial relationships

VRM tools provide customers with both

independence from vendors and better

ways of engaging with vendors

VRM Principles

VRM is the customer side of CRM

Free customers are more valuable than captive ones

VRM Principles

But to be free,customers must

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.

No more information silos

Are personal.

Help customers express intent.

Help customers engage.

Help customers manage.

Are substitutable.

VRM tools

They are your real value. Give them control

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

VRM and Tourism

vrm, tacitly, has always been around

customers talk

more tools - facebook, google+, tripit

vrm is fast and unstructured

VRM and Tourism

new patterns will emerge

standards for information logging by vendors

standards for information search by customers

VRM and Tourism

a platform between

customers & vendors

lots of data will become available

real time info about demand and supply + feedback

the challenges

who will be able to cope?

available as a service?

available as a platform (not owned by a vendor)?

the challenges

more data => more niches

small players will be able to step in and service many customers

long tail models

the opportunities

We like this new marketplace much better. In fact, we are creating it.

Cluetrain Manifesto

Thank you

talk to us

diogo.rebelo@dri.ptinfo@dri.ptwww.dri.pt

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Image Credits