{"id":14778,"date":"2014-08-25T00:00:39","date_gmt":"2014-08-24T22:00:39","guid":{"rendered":"http:\/\/visionarymarketing.fr\/blog?p=14778&#038;preview_id=14778"},"modified":"2022-03-11T11:12:59","modified_gmt":"2022-03-11T10:12:59","slug":"vrm","status":"publish","type":"post","link":"https:\/\/visionarymarketing.com\/fr\/2014\/08\/25\/vrm\/","title":{"rendered":"Le VRM (Vendor Relationship Management) est le nouveau CRM"},"content":{"rendered":"<p><em>Le concept de VRM (<a class=\"zem_slink\" title=\"Vendor relationship management\" href=\"https:\/\/en.wikipedia.org\/wiki\/Vendor_relationship_management\" target=\"_blank\" rel=\"wikipedia noopener noreferrer\">Vendor\u00a0Relationship\u00a0Management<\/a>) \u00a0n&rsquo;est pas compl\u00e8tement nouveau. Il est, autant que je puisse m&rsquo;en souvenir, dans l&rsquo;air du temps depuis au moins quatre\u00a0ans, si je me base sur les premiers travaux autour du sujet que j&rsquo;ai r\u00e9alis\u00e9s\u00a0vers la fin de 2010. Au d\u00e9part, je dois reconna\u00eetre que le concept\u00a0me semblait un peu abstrait.<\/em><\/p>\n<h2>Le VRM (Vendor Relationship Management) est le nouveau CRM<\/h2>\n<figure id=\"attachment_57984\" aria-describedby=\"caption-attachment-57984\" style=\"width: 520px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-57984 size-full\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2012\/04\/jumpstory-download20201017-165356.jpg\" alt=\"Le VRM (Vendor Relationship Management) est le nouveau CRM\" width=\"520\" height=\"340\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2012\/04\/jumpstory-download20201017-165356.jpg 520w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2012\/04\/jumpstory-download20201017-165356-459x300.jpg 459w\" sizes=\"(max-width: 520px) 100vw, 520px\" \/><figcaption id=\"caption-attachment-57984\" class=\"wp-caption-text\">Le VRM (Vendor Relationship Management) est le nouveau CRM<\/figcaption><\/figure>\n<p style=\"text-align: justify;\"><span style=\"color: #005493;\"><em><a href=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/dd67159bd90547faa14570d6746556ea_normal.jpg\"><img decoding=\"async\" class=\"alignright wp-image-4553 size-thumbnail\" style=\"float: right;\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/dd67159bd90547faa14570d6746556ea_normal-150x150.jpg\" alt=\"VRM player Youstice 's Zbynek Loebl\" width=\"150\" height=\"150\" \/><\/a><\/em><\/span>M\u00eame si je pouvais\u00a0me\u00a0rendre compte ais\u00e9ment que quelque chose se passait\u00a0de\u00a0fa\u00e7on diffuse,\u00a0et\u00a0que oui, c&rsquo;\u00e9tait in\u00e9vitable,\u00a0tant\u00a0la relation d\u00e9s\u00e9quilibr\u00e9e\u00a0entre clients et commer\u00e7ants, n\u00e9cessitait\u00a0d&rsquo;\u00eatre r\u00e9invent\u00e9e. Et alors ? !\u00a0Me direz-vous.\u00a0Un jour, un entrepreneur Tch\u00e8que\u00a0bas\u00e9 en\u00a0<a title=\"Slovaquie\" href=\"https:\/\/www.google.com\/maps\/place\/48%C2%B009'00.0%22N+17%C2%B007'00.0%22E\/@48.15,17.1166667,1111951m\/data=!3m1!1e3!4m7!1m4!3m3!1s0x0:0x0!2zNDjCsDA5JzAwLjAiTiAxN8KwMDcnMDAuMCJF!3b1!3m1!1s0x0:0x0\">Slovaquie<\/a> m&rsquo;a appel\u00e9 et venu dans mon bureau \u00e0 <a class=\"zem_slink\" title=\"Paris\" href=\"http:\/\/www.paris.fr\/\" target=\"_blank\" rel=\"homepage noopener noreferrer\">Paris<\/a> pour me pr\u00e9senter en\u00a0juin, son concept de <a title=\"(en) R\u00e9solution de conflits marchands\" href=\"https:\/\/en.wikipedia.org\/wiki\/Dispute_resolution\">r\u00e9solution des conflits marchands<\/a> (au DR).<!--more--><\/p>\n<p style=\"text-align: justify;\">Et l\u00e0, j&rsquo;ai commenc\u00e9 \u00e0 comprendre de quoi il s&rsquo;agissait avec sa solution, tr\u00e8s orient\u00e9e terrain.\u00a0Voici le compte-rendu et mon analyse de cette br\u00e8ve rencontre avec\u00a0<span class=\"removed_link\" title=\"https:\/\/www.linkedin.com\/profile\/view?id=73179903&amp;authType=NAME_SEARCH&amp;authToken=q6wN&amp;locale=en_US&amp;srchid=3514962941406030034336&amp;srchindex=3&amp;srchtotal=7&amp;trk=vsrp_people_res_name&amp;trkInfo=VSRPsearchId%3A3514962941406030034336%2CVSRPtargetId%3A73179903%2CVSRPcmpt%3Aprimary\">Zbyn\u0113k\u00a0Loebl<\/span>, le fondateur de\u00a0<a title=\"Youstice\" href=\"https:\/\/web.archive.org\/web\/20210118074623\/https:\/\/youstice.com\/fr\/\">Youstice<\/a>.<\/p>\n<p style=\"text-align: justify;\">J\u2019ai fini, au travers de cette interview,\u00a0par comprendre comment le fameux VRM pouvait\u00a0trouver naturellement\u00a0sa place\u00a0dans\u00a0le processus d&rsquo;inversion de la relation traditionnelle entre\u00a0clients\u00a0et fournisseurs, elle-m\u00eame le r\u00e9sultat de plus de six ans d&rsquo;exp\u00e9rimentation et d&rsquo;industrialisation du\u00a0<a class=\"zem_slink\" title=\"Customer relationship management\" href=\"https:\/\/en.wikipedia.org\/wiki\/Customer_relationship_management\" target=\"_blank\" rel=\"wikipedia noopener noreferrer\">CRM<\/a> sur les plates-formes sociales, dont j&rsquo;ai \u00e9t\u00e9\u00a0aussi un des acteurs pendant de nombreuses ann\u00e9es.<\/p>\n<p style=\"text-align: left;\"><!--more-->Si, je pense que l&rsquo;introduction d&rsquo;innovations\u00a0comme\u00a0Youstice\u00a0peut sonner\u00a0le d\u00e9part d&rsquo;un\u00a0v\u00e9ritable\u00a0changement\u00a0dans la bonne voie\u2026 Et pas seulement celle du consommateur final, mais celle aussi des commer\u00e7ants, qui eux-m\u00eames\u00a0finiront bien par reconna\u00eetre\u00a0que leur relation avec la client\u00e8le laisse parfois \u00e0 d\u00e9sirer, et que\u00a0celle-ci\u00a0m\u00e9rite d&rsquo;\u00eatre r\u00e9invent\u00e9e. Ceci notamment avant qu&rsquo;il soit trop tard et que leur r\u00e9putation finisse par souffrir r\u00e9ellement.<\/p>\n<div id='gallery-1' class='gallery galleryid-14778 gallery-columns-1 gallery-size-thumbnail'><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14795'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step12-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step12-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step12-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step12-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14794'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step11-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step11-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step11-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step11-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14793'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step9-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step9-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step9-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step9-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14792'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step7-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step7-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step7-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step7-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14791'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step6-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step6-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step6-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step6-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14790'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step5-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step5-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step5-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step5-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14789'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-10-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-10-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-10-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-10-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14788'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-8-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-8-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-8-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-8-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14787'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-4-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-4-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-4-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-4-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14786'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-3-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-3-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-3-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-3-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14785'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-21-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-21-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-21-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-21-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/?attachment_id=14784'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-11-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-11-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-11-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-11-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/2012\/01\/19\/chine-geant-internet\/youstice-step-2\/'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-2-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-2-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-2-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-2-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/visionarymarketing.com\/fr\/2012\/01\/19\/chine-geant-internet\/youstice-step-1\/'><img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-1-150x150.png\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-1-150x150.png 150w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-1-50x50.png 50w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2014\/07\/Youstice-Step-1-125x125.png 125w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/a>\n\t\t\t<\/div><\/figure>\n\t\t<\/div>\n\n<p style=\"text-align: left;\">Au travers de cette d\u00e9monstration\u00a0(galerie\u00a0ci-desus)\u00a0sur un site fictif, le processus en 3\u00a0\u00e9tapes semble\u00a0rapide. M\u00eame si on peut entrevoir\u00a0ici ou l\u00e0\u00a0quelques am\u00e9liorations possibles en termes de processus, de rapidit\u00e9 et de formulation des textes, on voit ais\u00e9ment ce que la solution peut apporter en termes d&rsquo;am\u00e9lioration de la relation client.<\/p>\n<p style=\"text-align: left;\">Voici donc une vid\u00e9o de ma br\u00e8ve entrevue avec le fondateur de\u00a0Youstice,\u00a0Zbyn\u0113k\u00a0Loebl.<\/p>\n<p>https:\/\/youtube.com\/watch?v=GEhMecP6DLI%3Frel%3D0<\/p>\n<h3>\u00a0Qu\u2019est-ce que Youstice ?<\/h3>\n<p style=\"text-align: left;\">Youstice est un service dont l\u2019objectif est de r\u00e9gler les diff\u00e9rends entre les acheteurs et les vendeurs. Il s&rsquo;agit d&rsquo;un nouveau service qui est disponible au niveau mondial et accessible par tous, quelque soit le pays, gr\u00e2ce \u00e0 l\u2019Internet. Avec Youstice nous avons con\u00e7u un syst\u00e8me de communication qui permet aux clients et aux vendeurs de communiquer tr\u00e8s facilement pour r\u00e9soudre leurs probl\u00e8mes. Et s\u2019ils ne peuvent r\u00e9soudre ces probl\u00e8mes, les clients peuvent avoir recours \u00e0 un tiers ind\u00e9pendant. Celui-ci agit comme un m\u00e9diateur, et aide les clients \u00e0 r\u00e9gler leur litige.<\/p>\n<h3 style=\"text-align: left;\">En g\u00e9n\u00e9ral, un client va sur le site d&rsquo;un vendeur, clique sur un bouton qui conduit \u00e0 un plug-in reconduisant sur le site de Youstice. Que se passe t-il par la suite ?<\/h3>\n<p style=\"text-align: left;\">Lorsque le client clique sur ce bouton, il arrive sur le site de Youstice. Le client rempli un formulaire tr\u00e8s simple, il signale ensuite les probl\u00e8mes qu\u2019il a rencontr\u00e9 sur le site de e-commerce en cliquant sur des pictogrammes qui symbolisent les probl\u00e8mes rencontr\u00e9s, puis ce qu\u2019il voudrait obtenir en d\u00e9dommagement : le remboursement du produit, une r\u00e9duction, etc. Cela est transmis au commer\u00e7ant qui re\u00e7oit une notification. Ce dernier peut ensuite r\u00e9agir. Un formulaire lui est pr\u00e9sent\u00e9, qu&rsquo;il peut \u00e9galement remplir simplement en cliquant sur \u200b\u200bquelques pictogrammes. A partir de l\u00e0, et selon la r\u00e9ponse du vendeur, la n\u00e9gociation peut avoir lieu.<\/p>\n<p style=\"text-align: left;\">La r\u00e9solution du diff\u00e9rend est un processus en deux \u00e9tapes\u00a0: la premi\u00e8re consiste \u00e0 r\u00e9pondre \u00e0 un\u00a0ensemble de question\u00a0pr\u00e9d\u00e9finies qui peuvent \u00eatre choisies par les vendeurs. Il existe un autre processus par lequel des cas peuvent \u00eatre r\u00e9solus par un\u00a0 ODR. L\u2019ODR (<a class=\"zem_slink\" title=\"Online dispute resolution\" href=\"https:\/\/en.wikipedia.org\/wiki\/Online_dispute_resolution\" target=\"_blank\" rel=\"wikipedia noopener noreferrer\">Online Dispute Resolution<\/a>) est un organe de r\u00e8glement des diff\u00e9rends. Cela regroupe des institutions comme le tribunal d&rsquo;arbitrage rattach\u00e9 aux Chambres de commerce, qui \u00e9tend son rayon d\u2019action \u00e0 l&rsquo;environnement en ligne. Sinon, il y a des experts dans la r\u00e9solution des litiges en ligne qui ont saisi cette opportunit\u00e9 pour combler un \u00abbesoin de justice\u00bb cr\u00e9\u00e9 par le e-commerce.<\/p>\n<h3 style=\"text-align: left;\">Ainsi, votre syst\u00e8me est un outil de VRM qui peut \u00eatre utilis\u00e9 par les consommateurs pour r\u00e9gler leurs diff\u00e9rends ?<\/h3>\n<p style=\"text-align: left;\">En effet. La plupart des acteurs \u00e9conomiques connaissent le syst\u00e8me de VRM (<a title=\"VRM\" href=\"http:\/\/fr.wikipedia.org\/wiki\/Gestion_de_la_relation_vendeur\">Gestion de la Relation Client<\/a>). Le VRM est principalement pratiqu\u00e9 par les d\u00e9taillants qui s\u2019en servent pour trier les donn\u00e9es de leurs clients : le nom, les achats, etc. La diff\u00e9rence et l\u2019originalit\u00e9 de notre d\u00e9marche, c\u2019est que nous avons con\u00e7u un syst\u00e8me de VRM \u00e0 destination du consommateur. Nous offrons un suppl\u00e9ment aux syst\u00e8mes de VRM standard, en faveur des consommateurs qui peuvent r\u00e9ellement r\u00e9gler leur probl\u00e8me par eux-m\u00eames.<\/p>\n<h3 style=\"text-align: left;\">Vous avez quelques conseillers tr\u00e8s renomm\u00e9s et des juristes bien connus dans votre soci\u00e9t\u00e9\u2026 comment expliquez-vous cela ?<\/h3>\n<p style=\"text-align: left;\">Nous avons <a class=\"zem_slink\" title=\"Esther Dyson\" href=\"https:\/\/en.wikipedia.org\/wiki\/Esther_Dyson\" target=\"_blank\" rel=\"wikipedia noopener noreferrer\">Esther Dyson<\/a>, par exemple : elle \u00e9tait la t\u00eate de l&rsquo;<a class=\"zem_slink\" title=\"ICANN\" href=\"http:\/\/www.icann.org\" target=\"_blank\" rel=\"homepage noopener noreferrer\">ICANN<\/a>. Et nous venons juste de commencer (Youstice a \u00e9t\u00e9 fond\u00e9 fin juin 2014)\u00a0! Nous sommes heureux d&rsquo;\u00eatre ici \u00e0 Paris, car Paris est un march\u00e9 passionnant. J&rsquo;aime Paris en particulier, car c\u2019est une ville tr\u00e8s dynamique, c\u2019est ici que se cr\u00e9ent beaucoup de projets, de start-up\u2026 J\u2019esp\u00e8re revenir prochainement pour vous annoncer des nouveaut\u00e9s \u00e0 propos de Youstice.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le concept de VRM (Vendor\u00a0Relationship\u00a0Management) \u00a0n&rsquo;est pas compl\u00e8tement nouveau. Il est, autant que je puisse m&rsquo;en souvenir, dans l&rsquo;air du temps depuis au moins quatre\u00a0ans, si je me base sur les premiers travaux autour du sujet que j&rsquo;ai r\u00e9alis\u00e9s\u00a0vers la fin de 2010. Au d\u00e9part, je dois reconna\u00eetre que le concept\u00a0me semblait un peu abstrait. &hellip;<\/p>\n","protected":false},"author":2,"featured_media":57984,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4064],"tags":[],"class_list":["post-14778","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-et-experience-client"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>VRM (Vendor Relationship Management) : le VRM est le nouveau CRM<\/title>\n<meta name=\"description\" content=\"J\u2019ai fini, au travers de cette interview, par comprendre comment le fameux VRM pouvait trouver naturellement sa place dans le processus...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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