@eGain set up a briefing. i'd like to see as well! #scrm #sm76
@solvis thanks for the info. #attensity #scoutlabs #alterian #radian6 #sm76
RT @Marc_Meyer: FYI, Next weeks #socialmedia tweetchat host is @hankwasiak- Topic? The traditional agency vs. the "new" agency #sm76 #sm77
Thanks everyone. catch you at the next event #sm76. #scrm
RT @ekolsky: #SM76 #SCRM - don't confuse traditional SLA (service level agreement) with transparency
So join the SCRM Pioneers Group to share information, continue the convo and learn from use cases http://bit.ly/9qcgxL #sm76
Thanks everyone. catch you at the next event #sm76. #scrm
When you bring the aspects of #scrm to #g2s #gov2.0 you then get community collaboration. Like crowdsourcing a pothole repair request #sm76
When you bring the aspects of #scrm to #g2s #gov2.0 you then get community collaboration. Like crowdsourcing a pothole request #sm76
When you bring the aspects of #scrm to #g2s #gov2.0 you then get community collaboration. Like crowdsourcing a pothole #sm76
@ckieff Exactly. we are working out how orgs can reenegage to build trust. people trust people so community is key #scrm #sm76
RT @ckieff: @rwang0 The answer is simple: engagement. When you engage and humanize the Corp- you build trust. #sm76
RT @ekolsky: #SM76 #SCRM - transparency is not an easy sell to the org mgmt if your strategy depends on it - likely not to get there
@iMediaMichelle cheers. catch you on the next one! #scrm #sm76
Other experts here on the chat @CRMStrategies @chrisabutler @themaria #scrm #sm76
The issue here is customers also don't trust orgs anymore. Orgs have to reestablish trust, reengage, and stop controlling the message. #sm76
exacty. RT @mjayliebs: Transparency is needed until trust is established. Until the "I will do what I said I would do" is clear #sm76
@ckieff so the question is how do you shift the tenous connection over to one of trust #sm76
exacty. RT @mjayliebs: Transparency is needed until trust is established. Until the "I will do what I said I would do" is clear #sm76
@kseniacoffman yes. we can find out who's a buyer or seller easiily with a set of social media monitoring tools. #scrm #sm76
So the ? is how do you tie #scrm into your CRM strategy? Ask experts like @pgreenbe @ekolsky @KathyHerrmann @MarkTamis @mjayliebs #sm76
RT @glfceo: @dan_larkin agree - 4 some reasons most focus is on data integration now - limited value w/o processes #SM76 #SCRM
@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
@AppleBoxStudios the value will also occur in monitoring adjacent industries that you may have upsell/cross sell. #scrm #sm76
Yes in monitoring competitors. RT @AppleBoxStudios: Is there any value of #scrm to the enterprise whose customers are not social? #sm76
and... Rapid Social Marketing REsponse (M2). These 3 use cases drive most of inquiries for us @joywang . #sm76
The top #scrm use cases we see (aside from #f1 social customer insights). Rapid social response (S2), P2P unpaid armies (S3) and.. #sm76
@AppleBoxStudios the value will also occur in monitoring adjacent industries that you may have upsell/cross sell. #scrm #sm76
MY POV: CRM did a good job of mgmt Okay job w/ cust Lousy job at relationship. we are now reenegaging on relationships #scrm #sm76
Most orgs at the beginning of their journey to #scrm as well as understanding the implications of social. #sm76
#5m's in action.RT @jayhawkscot: Critical to have #sm part of understanding of what customers value to develop strategy and plans #sm76
So when you look at @jowyang's punked list http://bit.ly/dzjsX9 Support disasters turn to PR entry points b/c brand at stake #scrm #sm76
RT @mjayliebs: Make sure that #scrm does not become another silo, data, process nor organizational #sm76
RT @themaria: RT @mjayliebs: #scrm is 20% tech, the rest is hard work, strategy and planning (HT - @ekolsky) #sm76
@kseniacoffman yes. linkedin doese have a great aggregation of #b2b prospects. at times more sellers than buyers though. #sm76
Yes! RT @KathyHerrmann: Promise of #scrm is scalability & integration. Critical for #sm to have deep value to co's, esp enterprises. #sm76
@anikethdsouza yes. so social media policies, scrm certifications, and an understanding of use cases, analytics, play a key role. #sm76
RT @pgreenbe: Trad CRM is still holding its own as bulk of the market even w/vendor offerings . #scrm is proj. as $1b of $16b #crm #sm76
Exactly! RT @nigellegg: @rwang0 linkages are just linkages - how you use them turns into #scrm - process and strategy are vital. #sm76
@techguerilla normally CRM failures have led to hesitation. but Punked companies by social media driving boardroom to act #crm #scrm #sm76
@kseniacoffman linkedin groups is one area. blogs, facebook pages, will all have conversations in the market. #sm76
Hopefully, but at times, it requires a shift in thinking RT @Marc_Meyer: @rwang0 preferably without adding additional work...:) #scrm #sm76
Yes @techguerilla . Cultural shift requires more work. Worker types, Stakeholders., and adoption. See post http://bit.ly/deH422 #sm76
So i can take my contact center app and start monitoring tweets and then engaging them back by linking to a community post #scrm #sm76
#scrm must include the business process tie ins from sales, support, marketing, collaboration, innovation, and customer exp. #sm76 #crm
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
@ggheorghiu employees just want to get their job done in the way that works best for them. #scrm #sm76
Good point. RT @ggheorghiu: In #scrm People are ahead, companies are behind - employees are confused #sm76 RT @mjayliebs
The confusion in the market is that every vendor (no offense folks), sees the potential in #social and has an "offering". #scrm #sm76
this will then lead to good ROI. @KathyHerrmann has some good models in the market to help w/ this . #b2b #sm76
@techguerilla exactly. we are building middleware on the fly but it will come to standards and industries over time #sm76 #scrm #5ms
#scrm. RT @anikethdsouza: hey whats the topic today! finally im back to #sm #sm76
@KseniaCoffman however, we see the personal adoption incr. so it will bleed over to #b2b. not sure on crossover point, anyone? #scrm #sm76
@KseniaCoffman key influencers are showing up in the space. however if custom is to transact #f2f, this will take time. #b2b #sm76
@KnowledgeBishop the tools out there show up in the social media monitoring space think #attensity #scoutlabs #alterian #radian6 #sm76
Y! RT @KnowledgeBishop: Are there tools that capture social mentions, auto-update SCRM, detect actionable items and initiate workflow? #sm76
@techguerilla what do you see as other standards that are required in the market? #sm76 #scrm #5ms
@techguerilla on middleware front, we have to standardize api's, but more importantly metadata models #sm76 #scrm #5ms
lifecycle? RT @jayhawkscot: Chicken and egg with 5M's - no? need to monitor to develop understanding and strategy then back to 5M's #sm76
Which is why it is key to conduct the #5ms to see if your aud has made the shift. If so, continue on to the 18 use cases #sm76 #scrm #crm
#b2b issue is that many of the prospects and buyers not yet on #socialmedia tools. #sm76 #crm #scrm
B2C use cases easier to identify at first. but you have to gauge audience's social media adoption b4 determ which use case to choose #sm76
B2B is harder. let me explain in next tweetRT @iMediaMichelle: RT @sandford Curious about whether there is good info on b2b #scrm... #sm76
Start with the 5M's and you have a foundation to move into the 18 use cases of SCRM. http://bit.ly/cxgpDW #sm76 #scrm #crm
Customers have moved. Orgs fallen behind! RT @mjayliebs: In #scrm People are ahead, companies are behind - employees are confused #sm76
Measurement - this is about the analytics/ insight that is built for prediction and anticipation that will evolve #sm76 #scrm #5ms
Middleware - this is about transforming data to actionable information. The geeky but much needed back end stuff #sm76 #scrm #5ms
Management - this is about bringing CRM processes to life. Melding #scrm to sales, support, marketing, customer exp. #sm76 #5ms
Mapping is about finding relationships, tying them back to an account or prospect, identifying groups or patterns. #sm76 #scrm #5ms
Monitoring is about listening to ID your key advocates, the hot topics, audience, and where your competitors compete. #5m's #scrm #sm76
RT @MarkTamis: existing audience seeing value in #sm to exchange w/ cos #sm76, orgs need to adapt
@nigellegg yes. companies are behind. how do we help them get there. #SM76
@AppleBoxStudios Adoption often goest through a 5 phase cycle. See this link http://bit.ly/cXZS0k #sm76
#5m's are the foundation of #socialcustomer #insights. This is where you determine a baseline #sm76
You can begin with #scrm by starting with the 5M's. Monitoring, Mapping, Management, Middleware, and Measurement. #sm76
we often get asked what are the basic components of #scrm. and we often start by saying it moves beyond the "traditional" social tools #sm76
depends. but it seems to be ground up these days. RT @AppleBoxStudios: Who's more apt to adopt quicker-the audience? or the company? #sm76
How has your org embraced some of the basic tools #twitter #facebook #linkedin and included them into their #CRM strategy #scrm #sm76
Social CRM is not a replacement for CRM efforts. In fact, it's a way to augment them and reach a new audience. #sm76
The adoption of social media continues to grow exponentially. How are companies taking advantage of this trend to engage or reengage #sm76
Curious about Social & how it blends w/ CRM? or #g20 Is it where the true pot of gold is? Find out w/@rwang0 in 30 mins. #sm76 #g2s
Join the conversation/ ask ?'s in 45 minutes @rwang0 9 a.m PT/ noon ET on #SCRM for the #enterprise. follow #sm76 http://bit.ly/981rY6 #crm
RT @Marc_Meyer: Our noon EST #socialmedia tweetchat topic today? We're going to talk about Social & CRM w/ Altimeter's @rwang0 #sm76
RT @Marc_Meyer: Our noon EST #socialmedia tweetchat topic today? We're going to talk about Social & CRM w/ Altimeter's @rwang0 #sm76
RT @jasonbreed: Don't miss @rwang0 hosting #sm76 today noon ET on Value of #SCRM to the Org http://hashtagsocialmedia.com/blog/
RT @jasonbreed: Don't miss @rwang0 hosting #sm76 today noon ET on Value of #SCRM to the Org http://hashtagsocialmedia.com/blog/
RT @jasonbreed: just like #SCRM, I think we need to pull only important data peices, not waterfall everything as it overwhelms quickly #sm64
RT @jasonbreed: just like #SCRM, I think we need to pull only important data peices, not waterfall everything as it overwhelms quickly #sm64
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
@kitson let's put a poll out. this is bigger than social crm erp scm. #socialmedia
@rhirsch you bet! level of increase in #scrm will continue to increase as #socialmedia channels proliferate and orgs left out #crm
Great conversation this morning with #radian6 and @lebrun. #socialmedia #monitoring #socialcrm #scrm #crm
RT @charleneli: John Hayes, CMO of Amex said "We tend to overvalue what we can measure, and undervalue what we cannot". #sm38
@bobegan it might cause a legal debate. we need some legal eagles to jump in on this. 1st amendment rights in personal blogs. #socialmedia
@SWdesignz i think we need to put out an EE's bill of rights on soc media and pers xpression @jowyang @scobilizer #socialmedia
Very sad that some ppl w their own brands & pers blogs are being asked by their comp's to take them down. #socialmedia #fail #idiocy
