This segment is to determine whether or not we should even call this Customer Relationship Management or Customer Experience Management to begin with.

Paul G:

I'll start off by saying that I think that CRM/CEM are acronyms that don't really reflect what's going on right now, so calling it CRM 2.0, while convenient isn't necessarily right. Let me point out an example of what I mean.

Disney Destinations, the travel agency arm of Disney, changed their CRM program to a CMR program. They said they were moving from an inappropriately called customer relationship management program to what they thought was a slight change of emphasis - customer managed relationship program. In my normally hyperbolic way, I think this is much more than a slight change of emphasis, but instead a significant reflection of how the relationships with customers to business have changed and is considerably more appropriate - even if not the right acronym or name quite - for the current state of things that should be reflected in the name.

Mei Lin Fung MLF:

Customer Managed Programs CMR - is pointing the way that I was going, that the CRM in the future is going to or is likely to be, more useful for the customer than the business. But it will go in both directions, so I thought of this idea of "Value Exchange Management" where I as the customer can choose to show my chosen amount of "preference profile/demographic/even income or assset data" information in exchange for more specific information  about the business that I might want to buy from. The business can look at my profile and decide what best to show me first, second, third.... and even bundle and sell and price differently based on my preferences and profile. The Power has moved to the People. Will a completely new set of software developers or application providers sell something to consumers that works for them like their personalized "consumer reports" and "better business bureau"?