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.

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

6. All great,
but...

7. we like to think
beyond tomorrow

8. First

9. CRM is
not Dead

10. And Social CRM
is getting started

11. there is still much to
learn & improve

12. but some issues
emerge

13. information
in silos

14. Privacy
concerns

15. Decisions
are complicated

16. Who and What
to trust

17. we are
shifting
from this

19. In to…

20. I need

21. But we need
to go one step
Further

23. Markets are conersations.
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

25. more than
API’s and
interoperability

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.

32. No more
information silos

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

46. Image Credits
http://img.trekmovie.com/images/fanmade/enterprise_wall01_1920.jpg
http://www.flickr.com/photos/71815015@N00/3048003703/
http://www.flickr.com/photos/11114950@N06/4774532345/
http://www.flickr.com/photos/15133799@N02/4976584379/
http://www.flickr.com/photos/55279617@N00/124659356/
http://www.flickr.com/photos/15441342@N03/4253272271/
http://www.flickr.com/photos/71401076@N00/2465710741/
http://www.flickr.com/photos/40279385@N08/4278434497/
http://www.flickr.com/photos/28826792@N00/6023673233/
http://www.flickr.com/photos/48165069@N00/6121561682/
http://www.flickr.com/photos/87168893@N00/3741715781/
http://www.flickr.com/photos/25704219@N04/4941547991/