This document discusses the evolution from traditional CRM to Social CRM to Vendor Relationship Management. It defines Social CRM as helping companies make sense of and act on social customer interaction data or as a philosophy supported by technology to engage customers in collaborative conversations. The document also outlines the tenets of VRM which position the individual customer as the point of integration and focus of vendor interactions, and in control of accessing their own information.

1. CRM > SCRM >VRMA transformative journey

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6. PERSPECTIVE

8. CRM > SCRM >VRM

9. CRM > SCRM >VRM

25. CRM > SCRM >VRM

28. Social CRM Social CRM is part of a social business that helps companies make sense of (and then act on) data they collect from social customer interactions. – Jacob Morgan

29. Or… Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation. – Paul Greenberg

34. CRM > SCRM>VRM

41. The Tenets of VRM The individual is the point of integration The individual is the focus of interactions with vendors The individual controls access to information

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