The age of CRM is over, replaced by Vendor Relationship Management (VRM), a term coined by Doc Searls from Harvard University. VRM is an extension of the intention economy, and VRMs offer the ultimate in customer-driven marketplaces (e.g., Uber, BlaBlaCar). Consumers own their own personal data and expose demand and purchasing intentions with different vendors in the cloud, mostly in real time. CRM is initiated by companies, VRM by customers.
