Conversations between customers and vendors
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a new approach to relationship management in Tourism
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Conversations between customers and vendors
- 1. Conversations between customers & vendors a new approach to relationship management in Tourism Diogo Rebelo CEO@DRI www.dri.pt Turismo e Tecnologia: novos desafios, novas soluções Centro de Congressos da Alfandega 29 de Novembro de 2011
- 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. All sorts of CRM and SocialCRM applications Online Communities and Social Networks Collaborative Intranets and Knowledge Portals We have done lots of projects
- 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 tools provide customers with both independence from vendors and better ways of engaging with vendors VRM Principles
- 29. VRM is the customer side of CRM Free customers are more valuable than captive ones VRM Principles
- 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. Are personal. Help customers express intent. Help customers engage. Help customers manage. Are substitutable. VRM tools
- 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, tacitly, has always been around customers talk more tools - facebook, google+, tripit vrm is fast and unstructured VRM and Tourism
- 38. new patterns will emerge standards for information logging by vendors standards for information search by customers VRM and Tourism
- 39. a platform between customers & vendors
- 40. lots of data will become available real time info about demand and supply + feedback the challenges
- 41. who will be able to cope? available as a service? available as a platform (not owned by a vendor)? the challenges
- 42. more data => more niches small players will be able to step in and service many customers long tail models the opportunities
- 43. We like this new marketplace much better. In fact, we are creating it. Cluetrain Manifesto
- 44. Thank you