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How Respect Network Will Make VRM Work


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VRM (Vendor Relationship Management) is the customer-side counterpart to CRM (Customer Relationship Management). Described extensively in Doc Searls book The Intention Economy, this webinar shows how Respect Network, the world’s first personal cloud network, will make VRM a reality. Presented by Doc Searls, Drummond Reed (Respect Network Co-Founder and CTO), and Dan Blum (Respect Network Chief Security Architect), it first explains what VRM and the Respect Network are and then gives four concrete examples of how VRM is a win-win for both customers and businesses: safe single sign-on, automated change-of-address, intentcasting, and straight-thru customer service.

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How Respect Network Will Make VRM Work

  1. 1. How Will Respect Network Make VRM Work? 2013-10-10 Doc Searls, The Searls Group Drummond Reed, CTO, Respect Network Dan Blum, Principal Consultant, Respect Network
  2. 2. 1. What is VRM? 2. What is Respect Network? 3. What are some concrete examples of how Respect Network will make VRM work? – – – – Safe single-sign on (“social login that doesn’t suck”) Change-of-address Intentcasting Customer service 4. Conclusion: What should businesses do? 2
  3. 3. Doc Searls, President, The Searls Group • Founder & Director, Project VRM, Harvard Berkman Center for Internet and Society • Fellow, Center for Information Technology and Society, Univ. of California Santa Barbara • Author, The Intention Economy (Harvard Business Press, 2012) • Co-Author, The Cluetrain Manifesto (Basic Books, 2000, 2010) • Senior Editor, Linux Journal • Co-Founder, Customer Commons 3
  4. 4. What is VRM?
  5. 5. VRM CRM, or whatever 5
  6. 6. VRM tools are driven by customers.
  7. 7. 7
  8. 8. • Personal data management and use — including personal clouds (aka “stores,” “lockers” and “vaults”) • Intentcasting and messaging • Privacy protection & projection (e.g. through terms & policies individuals assert) • Trust-based or –providing systems • Combinations of some or all of the above • Base level code, standards, protocols, etc. 8
  9. 9. Drummond Reed, CTO, Respect Network • 1995-2007: Co-Founder & CTO, Cordance • 2004 – Co-Chair, OASIS XDI Technical Committee • 2005 – Founding Board Member, OpenID Foundation • 2009 – 2010 Executive Director, Information Card Foundation • 2010 – Founding Executive Director, Open Identity Exchange • 2011: Co-Founder Respect Network 9
  10. 10. What is Respect Network?
  11. 11. Personal Clouds + = Trust Network 11
  12. 12. Today, when people hear the term “cloud”, they think “big servers in the sky” used by companies to connect systems and crunch Big Data 12
  13. 13. A personal cloud is a personal computer in the sky that lets an individual connect his/her own systems and crunch his/her own data Personal Cloud 13
  14. 14. Like email, personal clouds will be available from commercial or non-profit cloud service providers (CSPs) or you can host your own Personal Cloud Personal Cloud Personal Cloud Personal Cloud Personal Cloud Personal Cloud Personal Cloud 14
  15. 15. Like a personal computer, a personal cloud is also a platform for new apps that can intelligently share data in ways PCs and smartphones alone can’t Whisper DOX • Apps can run in the cloud, on local devices, or both • Apps can store and share data through the personal cloud Personal Cloud • Apps can manage connections, relationships, communications • Apps can come from any developer or app store • NO ambiguity about who owns and controls the data 15
  16. 16. What do personal clouds have to do with a trust network? 16
  17. 17. Just as personal computers are networked, personal clouds are networked through smart, private connections called personal channels Personal channel Business Cloud 17
  18. 18. Unlike email or social networks, personal channels can do both secure messaging and secure data sharing in both directions Secure messaging Business Cloud Secure data sharing Respect Network personal channels use the open standard OASIS XDI semantic data interchange protocol 18
  19. 19. Using personal channels, personal and business clouds can be connected into a private P2P network 19
  20. 20. Using a shared trust framework, the members of this network can form a self-reinforcing trust network ✔ ✔ ✔ Business Cloud ✔ ✔ 20
  21. 21. This trust network resembles a credit card network, only for sharing data, not money $ $ Issuing bank Acquiring bank Rewards Interchange fee Transaction On a credit card network, businesses pay interchange fees based on the value of the transactions facilitated by the network $ Cloud provider Cloud provider Payment $ $ $ $ Personal channel Rewards Relationship fee $ Relationship On the Respect Network, businesses pay relationship fees based on the value of the relationships facilitated by the network 21
  22. 22. The Respect Network is based on the Respect Trust Framework, a promise of permission, protection, portability, and proof. It won the Privacy Award at the 2011 European Identity Conference. 22
  23. 23. Personal Clouds + = Trust Network 23
  24. 24. So how will Respect Network make VRM work?
  25. 25. Example #1: Safe Single Sign-On
  26. 26. The problem: social login is anything but safe • • • • • All login data shared with social network Privacy concerns for both user & site Not portable—you can be “locked out” Minimal security, dictated by one company Permanent dependency on middleman 26
  27. 27. The VRM solution: safe single sign-on Business Cloud • • • • • All login data stored privately in personal cloud Not shared with anyone without user’s permission Open standard—portable for life “Race to the top” for best security Direct P2P connection—no middleman 27
  28. 28. The next 3 screens show the user experience for Facebook Login at The San Francisco Examiner 28
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  32. 32. The next 3 screens show what Respect Connect personal cloud login would look like at The San Francisco Examiner 32
  33. 33. 33
  34. 34. Login with Respect Connect The San Francisco Examiner Member since May 2014 Personal cloud data requested: Respect Connections 304 Permissions requested: Name Drummond Reed Send daily news summary Email Send weekly news summary Zip code* 98133 All data shared under the Respect Trust Framework Okay Cancel 34
  35. 35. 35
  36. 36. Example #2: Change of Address
  37. 37. The problem: change-of-address is a universal business hassle that costs customers time and businesses money 37
  38. 38. The VRM solution: automatic updates over secure personal channels Business Cloud Change-of-address Business Cloud • • • • • User makes change once in personal cloud All permissioned channels are updated Open standard XDI message is digitally signed Update can flow directly into business systems Full audit trail on both sides Business Cloud 38
  39. 39. Example #3: Intentcasting
  40. 40. The problem: The Attention Economy 40
  41. 41. The VRM solution: 41
  42. 42. Intentcasting is way of signaling trusted vendors that you are in the market for a product or service so they can come to you 42
  43. 43. Intentcasting uses personal channels to deliver a “personal RFP” to trusted vendors ✔ Business Cloud Intentcast Business Cloud ✔ • • • • • User signals intent to personal cloud Personal cloud matches it with personal channels Only matching trusted vendors receive the signal Vendors access relevant personal cloud data Vendors return just-in-time bespoke offers Business Cloud 43
  44. 44. Example #4: Customer Service
  45. 45. The problem: IVR hell 45
  46. 46. The VRM solution: Talktags For instant customer service scan this tag with your smartphone 46
  47. 47. Talktags get you straight-thru customer service Business Cloud • • • • • Talktag ships with the product Scan with smartphone for instant service Personal channel is set up automatically All relevant data & context can be communicated Auto-logged in personal cloud for future reference 47
  48. 48. Conclusion: What should businesses do?
  49. 49. Dan Blum, Principal Consultant and Chief Security Architect, Respect Network • Internationally-recognized security and identity expert • 1998-2009: Burton Group – Principal Consultant for large enterprises, leading technology providers – Research Director for Identity and Privacy Strategies (IDPS) – Research Director for Security and Risk Management Strategies (SRMS) and lead author on SRMS Reference Architecture • 2010-2013: VP & Distinguished Analyst at Gartner – Agenda manager for security reference architecture – Lead analyst for cloud security and other topics – Won Golden Quill Award in 2011 • March 2013: Joined Respect Network to develop consulting practice and guide peer cloud security architecture 49
  50. 50. Whisper DOX The s are coming! =empowered customers 50
  51. 51. • Retail: Loyalty programs • Manufacturing: Internet of Things • Health care: Secure data exchange, Meaningful Use, patient engagement • Financial services: Micro-accounting, choosing systems for willing buyers of digital assets • Telecommunications: Enhanced account management, value-added services • Information technology (IT): BYOD solutions • Utilities: Subscriber data give backs, energy efficiency 51
  52. 52. • Leverage our world-class team to help organizations: – – – – – Determine how and when to leverage personal clouds & VRM Assess and develop enterprise security architecture Assess and develop cloud security architecture Architect and build next generation identity management systems Develop federated identity architecture • Delivered via: – Onsite 1-3 day workshops – Custom consulting leveraging our own team and our partners 52
  53. 53. Q&A
  54. 54. • Trust and Reputation on a Personal Cloud Network • Connecting the Internet of Things to the Internet of People • Respect Connect: From Social Login to Personal Cloud Login (Repeat: first presented Sept 10 2013, slides posted) 54
  55. 55. Gary Rowe, CEO Drummond Reed, CTO Dan Blum, Principal Consultant Andy Dale, VP Development