thanks for great, interesting tweets during #SM76, and thanks to @rwang0 for hosting/moderating/directing/being transparent :)
RT @dan_larkin: @rwang0 great session Ray. #sm76 #scrm
RT @andrewmueller: When we focus the convo around nebulous themes like transparency + authenticity we begin to dilute the value of #SCRM #sm76
#SM76 #SCRM - trust is needed, but built over time. transparency is not necessary, but helps some to few who embrace it
RT @dan_larkin: @techguerilla: @ekolsky I value transparency, but agree it is not necessary to build trust (it's useful though) #SM76 #SCRM
#SM76 #SCRM - don't confuse traditional SLA (service level agreement) with transparency
RT @chrisabutler: Controversial Q: Why do our custs care about transparency or anything so long as they get what they want.To me that core to #scrm #SM76
@themaria #SM76 #SCRM - totally agree .... to disagree. no way you are getting 1/2 the organizations out there to become "transparent"
@KathyHerrmann then everything can be made to sounds like transparency - back to my original - overhyped useless word-->transparency #SM76
#SM76 #SCRM - transparency + visibility <> compliance, culture, privacy, infrastructure capabilities #ThingsToConsider
#SM76 #SCRM - transparency + visibility <> compliance, culture, privacy, infrastructure capabilities #ThingsToConsider
RT @techguerilla: @ekolsky Authenticity I can stand behind, transparency is not needed or required #SM76 #SCRM
@RepuTrack #SM76 #SCRM - explain to me how you merge transparency with privacy, compliance, culture and you are right.
@KathyHerrmann you can totally have trust w/o transparency - just do what you say you were going to do. #SM76 #SCRM -
#SM76 #SCRM - transparency is an overhyped idea that makes no sense for lots or organizations, have to change tune to get adoption
RT @misskatiemo: @mjayliebs Gets complicated w/ privacy of info though - how can you balance transparency w/privacy, even inside an org? #sm76
#SM76 #SCRM - transparency is not an easy sell to the organization management, if your strategy depends on it - likely not to get there
RT @MarkTamis: integration #socialgraph, Tx data, smactivity, BI - all very well, but how do you organize for acting on actionable insights #sm76
@mjayliebs #SM76 #SCRM - are you saying transparency leads to trust?
@themaria #SM76 #SCRM - why do you need transparency? overhyped social kumbayah aside, of course
RT @mjayliebs: Too crazy to suggest that tech part of #scrm is infrastructure cost, shared and xfunctional team to gain benefits? #sm76
RT @rwang0: @joywang has a master punked list of those who got caught up in not understanding or mastering Social Media http://bit.ly/1hVb #sm76 #scrm
#SM76 #SCRM - you have to be careful in saying that one method works for all organizations. No right place to start, dept to own SCRM
@AppleBoxStudios there is no value to enterprise if customers are not social. be careful with that label (not social) as all of them R #SM76
@techguerilla #SM76 #SCRM - CRM deployments that are sales focused are not CRM, rather SFA -- and obsolete.
RT @ggheorghiu: @ckieff I agree that adding social media to CRM is problematic, but can companies afford not to do it? #sm76 #SCRM
@AnikethDsouza #SM76 #SCRM - transparency? that is not a concept for SCRM, that is an illusion. you can do SCRM without transparency
RT @mjayliebs: Make sure that #scrm does not become another silo, data, process nor organizational #sm76
RT @chrisabutler: RT @anikethdsouza: what is SCRM when there is so much chaos and confusion over it..! #sm76 | Whatever you want it to be as long as it works
#SM76 #SCRM - doing Social without integration into the corporate systems brings very limited, if any value, other than to decide if joining
RT @rwang0: As every vendor builds a linkedin or twitter or facebook integration, that's not #scrm but it's a start to bring linkages. #scrm #sm76
@jsandford #sm76 - i am familiar with eGain and their social approach, but would love to see how you are using it and results #Curiosity
@jsandford #sm76 - eGain? seriously? come on - no marketing of your own kool-aid here....
@rwang0 #sm76 - you don't need the 5m to see if audience is there, just one - monitoring. if they are, go for the other 4m
@KnowledgeBishop yes, there are plenty of tools -- but tools are almost irrelevant w/o good strategy and plan #sm76
RT @MarkTamis: @ekolsky actionable insights indeed, but need to be organised to take action #scrm #sm76
@AppleBoxStudios #SM76 #SCRM - it is intimidating if you make it more than what it needs to be. your biz is going in that direction anyways
#SM76 #SCRM - the only purpose for SCRM would be to create actionable insights from social content - rest is smoke and mirrors
@AppleBoxStudios #SM76 #SCRM - it is intimidating if you make it more than what it needs to be. your biz is going in that direction anyways
@AppleBoxStudios #SM76 #SCRM - the audience already adopted the social channels, now the enterprise must join the party
#SM76 - @rwang0 - not necessarily a new audience, also extends a new channel to existing audience
RT @rwang0: Social CRM is not a replacement for CRM efforts. In fact, it's a way to augment them and reach a new audience. #sm76
RT @Marc_Meyer: I want to welcome @rwang0 To 2days #socialmedia tweetchat. It's a topic that does not get enough attention #SCRM #enterprise #sm76 #crm
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
RT @abonde: do you think "Learning IS Social?" check out my new blog and let me know your thoughts! http://bit.ly/aC3yRD #socialmedia #scrm
@AaronStrout @elhoust #socialmedia money and automation are similar: can never have enough :)
RT @ariegoldshlager: Strategic Point of View on "Voice of the Customer": http://post.ly/4M6D #scrm #socialmedia (+++ commented)
@hkotadia ve? sorry, what is that? value experiences? #socialmedia #sCRM
@prem_k @drnatalie can you prove it? then we have a different conversation. i say not today, yes tmrw #socialmedia #customerservice #SCRM
@drnatalie socialmedia changes the game, but also the metrics. cant use old metrics 4 new model #socialmedia #CRMe09 #SCRM #customerservice
@ekolsky the rest (CLTV, loyalty) are not. if we try to squeeze them all in one definition we get into measurement trouble #socialmedia
@drnatalie advocacy and influence are related #socialmedia #SCRM #customerservice
@drnatalie and i am still missing the link to loyalty and LIFETIME value... influence changes all the time as well #socialmedia
@drnatalie where did that come from? influence and purchase patterns are diff things... cannot mix them #socialmedia #SCRM #customerservice
@drnatalie loyalty does not measure influence. apples and potatoes #socialmedia #SCRM #customerservice
@bladefrog@arisbourg #socialmedia #crm #scrm Thanks for the RT
@bladefrog@arisbourg #socialmedia #crm #scrm Thanks for the RT
@drnatalie theyh are very different from social networking. older, more established, + data #w2e #socialmedia #customerservice #cctr #scrm
@drnatalie my only caveat: communities are not social media - older and more established. 1/2 #w2e #socialmedia #customerservice #cctr #scrm
@drnatalie when you get there we can have this discussion :) that is what i was tlkng abt #w2e #socialmedia #customerservice #cctr #scrm
@ekolsky that is a completely different conversations, and you are closer to truth on costs and bennies #CRM #w2e #scrm #socialmedia
@drnatalie i was reading your research just now. i realized we were talking diff things - you mean communities #CRM #w2e #scrm #socialmedia
@drnatalie u write what they do, but u must create best practices - right? that is advise... #CRM #w2e #scrm #socialmedia
@Parature forgot the link to the webinar... #SocialMedia #CustomerService #scrm
RT @kitson Day 12 @CRM's #SocialMedia Maturity Model:Information Wants to Find You, @sageCRMsolution's Larry Ritter http://sn.im/303030-0612
@JasonFalls another set? amazon, ebay do well on their web site - no escalation to speak of or other ways to communicate #socialmedia
@JasonFalls e,g, comcast does well on twitter, but the rest still stinks big time #socialmedia
@JasonFalls i think most of them have innovative days and ideas, but are pretty much horrible in putting it all together #socialmedia
@JasonFalls ok then, back to my speed reading and listening course - next class, hear and read ALL words #socialmedia
@JasonFalls ok then, back to my speed reading and listening course - next class, hear and read ALL words #socialmedia
@JasonFalls there are exceptions when the brand is the charity - e.g. tom shoe's - right? #socialmedia
