During the CRM Evolution 2009 conference in New York last week, the CRM magazine staff twittered its collective fingers off — as did many of our fellow attendees (thank you all very much for that!).
Across the magazine’s @CRMe09 Twitter channel, staffers’ own personal accounts (when spotty Internet access forced us to our account-specific smartphones), and the #CRMe09 hashtag, we tried to sketch an admittedly incomplete overview of the various keynotes, sessions, and presentations.
Below, you’ll find the @CRMe09 tweets in chronological order. When posting to that communal channel, we tried, whenever possible, to initial our tweets:
- LM (Lauren McKay);
- CM (Christopher Musico);
- JT (Jessica Tsai); and
- JW (Josh Weinberger).
Beneath those, you’ll see a handful of session-specific live-twitterings from individual staffers. See ‘em all, after the jump — and to see the bulk of #CRMe09-hashtagged tweets from all attendees, in chronological order from Mon., Aug. 24, through Thurs., Aug 28, we’ve archived those here: http://www.destinationCRM.com/crme09-tweets.html
DAY ONE – M 8/24/09
M 8/24 13:10 Hello from CRM Evolution / SpeechTek 2009 opening keynote. Using hashtag #crme09. Paul Greenberg @pgreenbe about to take the stage.
M 8/24 13:14 In case we seem somewhat split-personality, remember there’ll be 4 people live-twittering here. We’ll try to initial each tweet. ^jw
M 8/24 13:15 Live-twitterers here on the @CRMe09 channel: Christopher Musico (@cmusico) ^CM …. Lauren McKay (@laurenmizzou) ^LM
M 8/24 13:16 Live-twitterers here on the @CRMe09 channel: Jessica Tsai (@jesstsai) ^JT …. Josh Weinberger (@kitson) ^JW
M 8/24 13:22 “Right now we have a social revolution that affects all institutions, including business.” -@pgreenbe ^LM
M 8/24 13:24 2004-2005 Push twd peer reviews & “people like me.” Now ppl look for a “company like me” & personal experiences -@pgreenbe ^LM
M 8/24 13:25 Companies dealing w/ the social customer compete w/ a lot of noise. Customer insight becomes mission critical. @pgreenbe ^LM
M 8/24 13:29 Loyal customers expect more from companies & they know how to game the system. You have to work to make those customers advocates ^LM
M 8/24 13:29 RT @Lager Gen Y is 1st gen to spend more time online than watching tv. 74 pct of US adults spend time online.
M 8/24 13:30 RT @rwang0 @pgreenbe The live web and personal value chain subsumes enterprise value chain
M 8/24 13:31 RT @drnatalie Fastest growing sector 4 internet use is communities & blog site Source: Nielsen @pgreenbe #SCRM #customerservice
M 8/24 13:33 RT @ryanzuk CRM Evolution @pgreenbe keynote: acceleration of peer trust; emergence of Generation C “connected and collaborating”
M 8/24 13:34 Can’t just think in terms of high- and low-value customers. A low-value customer may be a high-value influencer. -@pgreenbe ^LM
M 8/24 13:36 Customer service is becoming perhaps the most important of the CRM pillars. @pgreenbe ^LM
M 8/24 13:38 The optimal customer condition is advocacy-They will support what your business does to their fam, friends, & people you don’t know.
M 8/24 13:39 Study: 77% say the phone is the best way to deal w/ the enterprise. Email is falling to the bottom. @pgreenbe ^LM
M 8/24 13:39 RT @rwang0 Bad customer can go viral = great example of United breaking guitars @pgreenbe
[Editors' Note: We blogged about that incident back in July; @davecarroll, the passenger/musician in question, recently released Part Two in his customer service song cycle.]
M 8/24 13:39 Since it just hit the wires: @CRM Magazine Announces Winners of 2009 #CRM Market Awards http://sn.im/dcrm0824b ^JW
M 8/24 13:44 Other luminaries to follow as they live-twitter here at #CRMe09: @Lager, @DrNatalie, @rwang0, @ryanzuk, @jesus_hoyos #scrm ^JW
M 8/24 13:45 What we have to be engaged in is figuring out what convos customers are having about us is f/broad, individual, and personal level
M 8/24 13:46 Greenberg: What’s the important things people are saying about your company, the amount of conversations, frequency?
M 8/24 13:47 Greenberg: Data doesn’t substitute for insight.
M 8/24 13:47 Few companies in crowd using speech analysis
M 8/24 13:48 Greenberg: Results of your analysis are only as good as your input into it. [Read: garbage in, garbage out]
M 8/24 13:48 Others to follow as they live-twitter #CRMe09: @mkrigsman, @randysaunders, @annekeseley, @CustomerMgmtIQ #scrm ^JW
M 8/24 13:49 Greenberg giving example of Sony running supply chain analysis, but input wrong KPIs. Cost $220 million over two days.
M 8/24 13:49 Moral of the story: Input wrong keywords and phrases, you’re going to get the right answer but wrong ultimate result.
M 8/24 13:49 Greenberg: Social customer will continue aggressively conversing.
M 8/24 13:49 Pricewaterhousecoopers report @pgreenbe cited: http://sn.im/pwc082409 How consumer conversation will transform business ^JW
M 8/24 13:50 Greenberg: Will have to capture live convos on blogs, FBook, phone. Figuring out what talking about, why, and respond appropriately.
M 8/24 13:51 RT @moon: Walked-out of @pgreenbe Keynote #stek09 If he had really known abt Twitter he’d have been utilizing it in real time
M 8/24 13:52 For @moon: Oh, not to worry — @pgreenbe knows Twitter. Enough to know that *we* can be using it in real time. ^JW
M 8/24 13:51 Greenberg: You’re dealing with judgment for insight.
M 8/24 13:53 Greenberg showing different customer service models
M 8/24 13:53 Example of tech necessary: text/sentiment analytics, speech analytics, CCPM systems, social media monitoring, AVR/IVR, Web self-svc
M 8/24 13:54 Greenberg: Key is integrating with CRM systems so data you collect is as complete as possible.
M 8/24 13:55 Key customer-driven components: First-call resolution, root cause analysis, next-best action, customer experience analytics
M 8/24 13:55 RT @rwang0 RT @kmcneel : Insight is tough. We all interpret the same info differently.
M 8/24 13:55 Here’s @pgreenbe’s Customer Lifetime Value pitch, in Aug09 @CRM: http://sn.im/0809conn Managing Social Customers for Profit ^JW
M 8/24 13:57 The model for customer activity, in relationship with company, no longer managing transactions but analyzing info into interactions
M 8/24 13:57 Not just capturing customer data, but actual interactions between them. That’s not easy to do. Why? Agent is human being.
M 8/24 13:58 Greenberg: If your customers like you, they’ll stay with you. If they don’t … they won’t.
M 8/24 14:00 Insight can turn negative experience into a positive one … and you can even turn the customer into an advocate.
M 8/24 14:00 Greenberg: Must be able to manage the incredible amount of information and data.
M 8/24 14:01 Greenberg: Customer needs to become your advocate, and you need the insight to make that happen.
M 8/24 14:01 Greenberg: Social customer *does not* control your business. You still need to make business decisions.
M 8/24 14:01 Greenberg: You’re already customers … it’s time to think like that.
M 8/24 14:02 Sessions begin for #CRMe09 in 15 minutes.
M 8/24 14:02 ….and we’re done here. @pgreenbe winding down. ^JW
M 8/24 16:11 Many of the points in #CRMe09 chair @pgreenbe’s keynote appear in his @CRM columns -We’ll link to a few of them here.
M 8/24 16:12 Collaboration: The ”C” in CRM, by @pgreenbe http://sn.im/0108vp10 CRM is changing, and you better change with it.
M 8/24 16:13 Everything Is Social, @pgreenbe http://sn.im/0308conn Social networks, social frameworks, social platforms. #scrm
M 8/24 16:13 A Company Like Me, @pgreenbe http://sn.im/0708conn Only a special kind of organization can make a personal connection. #scrm
M 8/24 16:14 Gather the Tools for Customer Engagement, @pgreenbe http://sn.im/1108conn Social media is changing the face of #CRM. #scrm
M 8/24 16:14 Life in the Fast Lane of Context, @pgreenbe http://sn.im/0109conn Providing an experience requires you to understand customers.
M 8/24 16:15 Social Customers Want to Engage, @pgreenbe http://sn.im/0409conn But are you prepared to let them? #scrm
M 8/24 16:17 Managing Social Customers for Profit, @pgreenbe http://sn.im/0809conn Reassessing an industry metric. #scrm #CLV
DAY TWO – TU 8/25/09
Tu 8/25 13:06 RT @blairplez: @rwang0 are and #STEK09 colocated? That’s a lot of people using that lousy elevator. [In fact, we are! ^JW]
Tu 8/25 13:06 Live-twitterers here on the @CRMe09 channel: Christopher Musico (@cmusico) ^CM …. Lauren McKay (@laurenmizzou) ^LM
Tu 8/25 13:34 Live-twitterers here on the @CRMe09 channel: Jessica Tsai (@jesstsai) ^JT …. Josh Weinberger (@kitson) ^JW
Tu 8/25 13:34 RT @jesstsai: Digital will surpass radio in 2009, newspapers in 2010, TV a couple years after that. – JRayport
Tu 8/25 13:35 RT @Lager Breaking: There’s a Generation Z. Born 2003+– even more digitally native, social-tech savvy than Gen Y. Hooray.
Tu 8/25 13:36 RT @jesstsai: Unless you’re MSFT (or have some other monopoly), you have to care about customer experience – JRayport
Tu 8/25 13:38 [Funny Microsoft's Brad Wilson was saying last night that he's got a staffer who's *only* job is to focus on experience. ^JW]
Tu 8/25 13:40 “Marketing is no longer everything. Your technology is now everything.” @JRayport [Nick Carr, eat your heart out. ^JW]
Tu 8/25 13:47 RT @rwang0 RT @draab: @JRayport says ‘demand is finite’ as if that’s new. The real limited resource is consumer attention.
Tu 8/25 13:53 RT @drnatalie: @JRayport has 5 strategies for engaging customer 3.0 #SCRM #customerservice
Tu 8/25 13:53 RT @jesstsai New terminology? The “microvertical” – a highly focused vertical niche -@JRayport ^JW
Tu 8/25 14:01 Speech technology is ideally suited to the microvertical. -@JRayport #speechreco #speech #stek09 ^JW
Tu 8/25 14:07 RT @draab: @JRayport “create communities by offering rewards” Thought he’d say “by facilitating connections.” wish he had.
Tu 8/25 14:10 Yeah… That was me raising my hand on @JRayport’s #DailyCandy question. Suck it, people. Some of y’all are liars. ^JW
[Tu 8/25 14:16 @kitson @crme09 I used to subscribe to Daily Candy, but then I realized it was a/b fashion and not *actually* candy. ^LM]
Tu 8/25 14:17 RT @pgreenbe: There were 2 guys, actually. @JRayport ^JW
Tu 8/25 14:20 RT @kitson Yay, @rwang0! RT @dbmoore Global Analyst o’the Yr: R.Wang ex-@Forrester http://sn.im/analyst0825 [Technobabble]
Tu 8/25 14:21 The future, says @JRayport: CMR = “The customer-managed relationship” #cmr #stek09 #scrm
Tu 8/25 14:23 RT @dmyron: @JRayport’s 5 Strategies for engaging customer: 1) Target the Core: Overwhelm the microcosm #scrm #STEK09
Tu 8/25 14:23 RT @dmyron: 2) Activate the Community: Ensure membership has its rewards @JRayport #scrm
Tu 8/25 14:24 RT @dmyron: 3) Work the Web: Make it personal @JRayport #scrm #STEK09
Tu 8/25 14:24 RT @dmyron: 4) Design for the occasion: Personalize the experience @JRayport #scrm #STEK09
Tu 8/25 17:27 RT @dmyron: 5) Integrate the Enterprise @JRayport #scrm #STEK09
Tu 8/25 14:22 …and we’re done here. @JRayport winding down. ^JW #stek09
Tu 8/25 17:46 Any favorite sessions so far? I’m looking forward to @BrentLeary’s 1:45 presentation of “CRM & the Socially Empowered Customer.” ^lm
Tu 8/25 17:47 About to begin the session with @ComcastCares. Only makes sense to live tweet it. ^CM
Tu 8/25 17:49 @ComcastCares does have a name: Frank Eliason ^CM
Tu 8/25 17:50 Eliason: Customer owns social media efforts whether you’re involved or not. ^CM
Tu 8/25 17:53 Eliason: Lot of opportunities in social media to win customers over. Take detractors and turn them into biggest fans. ^CM
Tu 8/25 17:55 Eliason: Started at Comcast in September 2007 as a customer service manager. Not on LinkedIn, Facebook, or have a blog. ^CM
Tu 8/25 17:55 Eliason: People talk for a reason. Any chance to let them know they’re being heard, you wow them every time. ^CM
Tu 8/25 17:56 Eliason: Very big about speed in social media. Faster you have info, the better it is. ^CM
Tu 8/25 17:57 Eliason: We (Comcast) do use Radian6. ^CM
Tu 8/25 17:57 Eliason: In past day, 6,198 blogs about Comcast. My team will look through each one, determine what’s real and what’s not. ^CM
Tu 8/25 17:59 Eliason: Blogs are customer stories — in their own words. Companies are stuck on numbers. ^CM
Tu 8/25 17:59 Eliason: Many organizations have PR and marketing fighting over who owns social media. The customer does, though. ^CM
Tu 8/25 18:00 Eliason: This is a service area — shouldn’t be between PR and marketing. ^CM
Tu 8/25 18:01 Eliason: You have to take on the tone of the blog when you, as a company, respond. ^CM
Tu 8/25 18:02 Eliason: Helped 50,000 customers in the past year, only 6 complained when Comcast responded to their blogs. ^CM
Tu 8/25 18:05 RT @drnatalie . @ComCastCares: PR & marketing both want to own #Socialmedia– should be #customerservice #SCRM#CRM
Tu 8/25 18:06 Eliason: December ’07: PR asked why he wasn’t writing on blogs. Didn’t know he could. ^CM
Tu 8/25 18:07 Eliason: February ’08 -Told that his job would be to respond to bloggers/social media. ^CM
[W 8/26 13:59 Comcast started doing Twitter in April 2008. ^CM]
Tu 8/25 18:07 Eliason: Looking at Twitter — asking how he could operationalize and use it? ^CM
Tu 8/25 18:07 Eliason: Just search “Comcast” or some variations of the name. ^CM
Tu 8/25 18:09 Eliason: Defined our goals — listen to customers and help when we can. Nothing more. No marketing/PR messages. ^CM
Tu 8/25 18:10 Eliason: Not a big fan of influencers. Influencers need to be treated the same as any other customer. ^CM
Tu 8/25 18:12 Eliason: All customers are special. That’s a boat a lot of people miss. ^CM
Tu 8/25 18:13 Eliason: I’m going to sit and have a conversation with a person … not a logo. ^CM
Tu 8/25 18:15 @ComcastCares is showing his Twitter homepage. Has a picture of himself, not the Comcast logo — on purpose. ^CM
Tu 8/25 18:17 Eliason: I don’t just talk Comcast. I will speak with people who do follow me. ^CM
Tu 8/25 18:17 Eliason: You can find things out on Twitter that can help your brand. ^CM
Tu 8/25 18:21 Eliason: Twitter knows things before any spikes in call volume or any CRM data comes in. ^CM
Tu 8/25 18:21 Eliason: We handle forums differently than Twitter. Try to be more behind the scenes in forums, rather than public in Twitter. ^CM
Tu 8/25 18:22 Eliason: Why? Because forums is about peers helping peers — in any space. ^CM
Tu 8/25 18:22 Eliason: Volume seems to be going down in forums. They won’t go completely away, but nxt big thing is integration of all spaces. ^CM
Tu 8/25 18:23 Eliason: For customer service, whole shift in model. ^CM
Tu 8/25 18:24 Eliason: We’ll see integration tools next to bring all the different channels together for customers and company c-svc reps. ^CM
Tu 8/25 18:25 Eliason: Software vendors aren’t quite there yet with integration tools. ^CM
Tu 8/25 18:26 Eliason: You’ll see integrations with Twitter and Facebook directly into forums first. But there will be more to it. ^CM
Tu 8/25 18:27 Eliason: Integration must be much broader in order for it to be effective. ^CM
Tu 8/25 18:28 Eliason: My performance is not measured on no. of customers helped. What did I do to help improve the company? That’s it. ^CM
Tu 8/25 18:29 Eliason: Cable companies not known for service, and we’re trying to change that. ^CM
Tu 8/25 18:30 Eliason: There are different ways to measure benefits of Twitter, but depends on organizational goals. ^CM
Tu 8/25 18:30 Eliason: Customers already tweeting about a cable outage -Why shouldn’t we? ^CM
Tu 8/25 18:31 Eliason: Once the c-suite is bought in, you’re set. Get the advocate who can make that happen. ^CM
DAY THREE – W 8/26/09
W 8/26 14:02 Hope you’re all enjoying the final day of #CRM Evolution 2009! http://sn.im/crme09 catches all the show’s tweets.
W 8/26 14:05 Cool closing panel @ 11.45a: “Web 2.0 Meets CRM”, with @pgreenbe, @denispombriant, @clarashih, and a surprise guest!
W 8/26 14:09 Closing-panel audience will be amply rewarded – but one person will walk away w/a week’s worth of free consulting w/ @pgreenbe!
W 8/26 14:09 But first, the final sessions start now: @jesus_hoyos in the Majestic on “CRM in the Rest of the Hemisphere”
W 8/26 14:11 The final sessions start now: @denispombriant in the Shubert on “Building Customer Intimacy + Operational Excellence”
W 8/26 14:35 The final sessions start now: @mwthomasSCRM in the Plymouth on “Marketing + Messaging for Mobile Audiences”
W 8/26 14:36 RT @laurenmizzou #Stewart: “We learned a painful lesson [at IBM] — Hype does not sustain participation.”
W 8/26 14:51 Follow the live-twittering by @jesstsai over at @mwthomasSCRM’s “Marketing + Messaging for Mobile Audiences”
W 8/26 15:03 RT @jesstsai Average age of ppl doing text msgs is 38+ “This is not a youth movement” @mwthomasSCRM #scrm #socialmedia ^JW
W 8/26 15:08 RT @scorpfromhell Pls put up some pics on twitpic or what ever it is you use with twitter :) [We're on it! ^JW]
W 8/26 15:17 RT @jesstsai [from @mwthomasSCRM's "Marketing" session] @BrentLeary is a “Popeyes Man”! @popeyeschicken #scrm ^JW
W 8/26 15:19 Indeed, he is! @brentleary’s @CRM piece, The Tweet Is Mightier than the Sword http://sn.im/0309conn @popeyeschicken #scrm ^JW
W 8/26 15:21 RT @rwang0 @clarashih: “Web 2.0 meets CRM” @CRMe09 closing panel w/@denispombriant + me, mod by @pgreenbe at 11.45a ^JW
W 8/26 15:22 RT @ekolsky Listening to @jesus_hoyos talk abt #CRM in LatAm. We’re so far behind in areas. Incredible! lots to learn from Jesus ^JW
W 8/26 15:42 RT @beatricerobbins: Hotel law sets foundation for experiences. A root canal’s not an experience. Is the #crme09 conf an experience? ^JW
W 8/26 15:44 Starting now! #CRMe09′s closing panel: “Web 2.0 Meets CRM” w/ @pgreenbe, @denispombriant, @clarashih, +a surprise guest! #scrm ^JW
W 8/26 15:53 Don’t forget: 1 person in the closing-panel audience will win a week of free consulting w/ @pgreenbe! Must be there! ^JW
W 8/26 15:58 At #CRMe09 closing panel, live-twittering here + on @CRM staffers’ own handles: @cmusico @jesstsai @dmyron @laurenmizzou @kitson ^JW
W 8/26 16:03 Closing Panel #CRMe09: Lead by Paul Greenberg; Panelists include Denis Pombriant, Clara Shih, Marshall Lager
W 8/26 16:03 Closing Panel: “Web 2.0 Meets CRM”: Mod – Paul Greenberg; Panelist: Marshall Lager, Clara Shih, Denis Pombriant
W 8/26 16:05 People spend 3 billion minutes engaging on social media per day – Shih
W 8/26 16:06 Today, trust in social media is about utility -What is the value of this to me? — Pombriant
W 8/26 16:07 We need to be on Facebook and Twitter because that’s where our customers are – Shih
W 8/26 16:08 With this technology, nobody has to be in a relationship they don’t want to be in (unlike email & spam) – Pombriant
W 8/26 16:09 As customers, we won’t buy from anyone whose thought leadership we don’t respect – Pombriant
W 8/26 16:12 The business use of social media is to know yourself and get everyone on the same page about the brand and message – Lager
W 8/26 16:12 The holy grail is targeted marketing. Before Facebook, we could never answer the “who” in marketing – Shih
W 8/26 17:53 Audience Q: LinkedIn is notably absent from this convo -WHY?
W 8/26 17:55 Blogposts from #CRMe09: How Macroeconomics Affect the Contact Center by @cmusico http://sn.im/dcrmblog0824a #cctr
W 8/26 17:58 Blogposts from #CRMe09: Step Up From Satisfaction, @jesstsai http://sn.im/dcrmblog0824b
W 8/26 17:59 Blogposts from #CRMe09: Full Circle, by @cmusico http://sn.im/dcrmblog0825a @JRayport #cem ^JW
W 8/26 18:01 Blogposts from #CRMe09: The Socially Empowered Customer Wants You @laurenmizzou http://sn.im/dcrmblog0825b #scrm ^JW
W 8/26 18:10 Blogposts from #CRMe09: #CRMPlayaz Take #CRM Evolution, @jesstsai http://sn.im/dcrmblog0825c @brentleary @pgreenbe #socialmedia #scrm ^JW
W 8/26 18:21 Blogposts from #CRMe09: Government 2.0 Forges Ahead, @cmusico http://sn.im/dcrmblog0826a #egov #govt #gov20
W 8/26 18:22 As things wind down @ #CRMe09, we’ll keep posting coverage coming through. Meanwhile, thanks to all sponsors+exhibitors… (1 of 2)
W 8/26 18:22 …plus #CRMe09′s presenters, analysts, + bloggers, + (most of all) our attendees. Be sure to plan ahead for #CRMe10! (Aug 2-4, 2010)
W 8/26 20:10 Also: A grateful h/t to @Convergys for sponsoring the press center here at #STEK09 / #CRMe09. #events
W 8/26 20:12 RT @waband: #CRMe09 was all abt social phenom. But my data shows <10% of cos have customer communities. Too much hype? #scrm ^JW
W 8/26 20:13 RT @Lager: part-glad, part-sad final lunch isn’t sponsored. Wouldn’t mind another mass briefing, but soooo hungry. #events ^JW
W 8/26 21:25 RT @rwang0 Who will win the 40 hours of @pgreenbe consulting time?
W 8/26 21:27 Our continually updated one-stop shop for full #CRMe09 coverage: #CRM Evolution: All the Links You Need http://sn.im/dcrm082409a ^JW
W 8/26 21:30 BTW: If you’ve got #CRMe09 blogposts or videos or pics, we’d love to add them to the collection. Msg links to @CRMe09. #events ^JW
W 8/26 21:35 Is the suspense killing you? RT @rwang0 Who will win the 40 hours of @pgreenbe consulting time? ^JW
W 8/26 21:35 Winner of @pgreenbe’s consulting prowess? Kevin Gregory @KGSport, mgr, consumer mktg, Michigan Int’l Speedway. Congrats! ^JW
Assistant Editor Christopher Musico, @cmusico
M 8/24 13:37 CRM Evolution ’09 to start shortly. Look for tweets at @CRMe09 over the next few days.
M 8/24 16:14 RT @CRMe09 The optimal customer condition is advocacy-They will support what your biz does to fam, friends & people u dont know.
M 8/24 22:57 RT @SpeechTech: Reception Time Speech-Heads! I hope the beer is cold and the speech solutions are hosted! #stek09
Tu 8/25 16:24 RT @john_ragsdale: 72% of SSPA members are using a remote support/control tool, but 1/3 of are home-grown or lower end/freeware products.
Tu 8/25 17:30 RT @dmyron: @rwang0: Past performance is no longer an indication of future success. #scrm
Tu 8/25 17:38 On my way to my session with @ComcastCares
Tu 8/25 17:38 RT @drnatalie: . @rwang0 says social CRM delivers mixed blessings. #SCRM #customerservice
Tu 8/25 17:40 RT @drnatalie: Do u know how to create value from social media yet? #SCRM #customerservice
Tu 8/25 23:11 RT @jesstsai: Internet is being horrible.
W 8/26 15:44 Will have to live tweet off my personal handle from now til 12:30ish due to terrible internet access at — plan accordingly.
W 8/26 15:51 #CRMe09 Closing keynote on Web 2.0 and CRM starts shortly.
W 8/26 15:52 Greenberg: Idea of panel is to look at the future of social CRM.
W 8/26 15:55 Members of panel: Paul Greenberg, Marshall Lager, Clara Shih, and Denis Pombriant.
W 8/26 15:56 Lager: Social CRM still in the early days
W 8/26 15:57 Lager: Lot of real value in online reviews. Integration with social media coming, but not there yet.
W 8/26 15:58 Lager: Integration is mostly passive at this point, and not as automated as it could be.
W 8/26 15:59 Shih: Seeing early adopters — already starting to see great progress, though.
W 8/26 16:00 Pombriant: Future of cloud computing intimately related to social CRM.
W 8/26 16:01 Greenberg: People do things online, but doesn’t mean they’re engaged.
W 8/26 16:02 Shih: Facebook is exciting because it is hitting critical mass.
W 8/26 16:03 Shih: For first time we can use friends online as a filter for content overload — great promise for CRM.
W 8/26 16:05 Lager: You can trust people online that you’ve never met. Some people still think you can’t.
W 8/26 16:06 Shih: Shift from top-down corporate control to bottom-up go to where the people are.
W 8/26 16:07 Pombriant: With this tech — no one has to be in a relationship they don’t have to be in.
W 8/26 16:09 Pombriant: Thought leadership is key.
W 8/26 16:10 Lager: Not enough for biz to have a presence — as many people as possible w/in a company should actively use it as well.
W 8/26 16:13 Shih: Search marketing is not going to go away.
W 8/26 16:14 Why is LinkedIn largely not in the conversation?
W 8/26 16:15 Lager: I have different purposes for each social networking site I use. Keep my personas in appropriate buckets.
W 8/26 16:18 Shih: LinkedIn has 40 mil users, Facebook has 250 million. It’s an issue of reach.
W 8/26 16:21 Greenberg: GSA has contracts with many social media sites so they can be utilized by government.
W 8/26 16:21 Q from crowd: Fix fundamentals first before social CRM? A balance?
W 8/26 16:23 Pombriant: Big issue in social is rushing in before having anything to say.
W 8/26 16:24 Pombriant: Customer input should be the first thing we think about in terms of social media. Oftentimes it is the last.
W 8/26 16:27 RT @jesstsai: Desperately trying to tweet on @crme09 but Internet is killing me
W 8/26 16:29 Point from the crowd: social media technology itself ay be cheaper, but the time involved in utilizing it effectively is not cheap.
W 8/26 16:30 Pombriant: Can’t control what customers say.
W 8/26 17:54 Lager: Information wants to be free. Take the customer input as an opportunity.
Sa 8/2913:22 RT @CRMStrategies: RT @susanhash: #followFriday @drnatalie @jesus_hoyos @dmyron @cmusico @CRMStrategies @designoutloud @CRMe09 | Thx!
Assistant Editor Lauren McKay, @laurenmizzou
M 8/24 14:20 I’m twittering from the #crme09 session “Building the Economic Case for Loyalty” – Howard Lax, Harris Interactive
M 8/24 14:24 Everyone likes to have satisfied customers. BUT Satisfaction is often not an economic rationale.
M 8/24 14:29 Reference 2 Howard Schultz, Starbucks “We sell a coffee-based experience.” The product is mundane-the experience doesn’t have to be.
M 8/24 14:41 So many factors determine corp. profitability. To say the more loyal customers are, the more profitable is very misleading. -lax
M 8/24 17:27 Most times your most loyal customers use your most expensive channel. Ex: loyal bank customers use the branch. Ppl want high touch.
M 8/24 17:34 Hearing complaints about lack of recycling bins and wasted paper w/ the #crme09 program materials.
M 8/24 17:40 Listening to a presentation by TeleTech a/b analyzing customer sat. Problem-to-Resolution sets a baseline of cSat scores.
M 8/24 17:43 customer satisfaction = resolution – dissatisfiers + differentiators.
M 8/24 18:24 The easiest [cSat] factor to manage is time. Dead air or inactive time is always perceived to be longer in duration than active time
M 8/24 18:27 OH: Boys like to shoot things in video games. Women like to be “social”… that’s where all this social stuff came from. [uhh... what?]
M 8/24 19:25 Back to afternoon sessions – “Harnessing analytics in an economic downturn”
M 8/24 19:28 From a look at past downturns – in part. the late 80s – cos that get ahead of the pack now sustain that position for 3-5 years.
M 8/24 19:34 Om Kundu, VP at Sun Trust Bank, says to satisfy customers is now not enough — now companies must delight customers.
M 8/24 19:42 “You’ve got to be willing to try a few things out on a pilot basis…they may not work, but the cost of *not* trying is too high.”
M 8/24 19:44 Customers will pay you for being relevant & providing the right product at the right time in a fast, easy, simple way.
M 8/24 19:47 If I were playing CRM conference bingo, I’d be placing a marker on “Zappos.” Speaker just referenced @Zappos’ exceptional service.
M 8/24 19:55 Your external branding wont give you the results unless you spend time thinking thru internal branding. Employees are so important!
Tu 8/25 13:07 Winning organizations create a culture where they drive innovation and strategies based on insights gained by [customer] touch points
Tu 8/25 13:14 Good morning Waiting for Day 2 #crme09 keynote to begin. Jeffrey Rayport http://bit.ly/M7u8g
Tu 8/25 13:19 Are we in an age when ev org not only needs a brand personality&consistent set of experiences, but also needs a digital personality?
Tu 8/25 13:22 Consumers have control of content distribution. Great for consumers, scary for brands.
Tu 8/25 13:22 @missrogue Do you think idea of “branding” is overplayed? You make a good point Whats a brand w/o the ppl behind it?
Tu 8/25 13:27 RT @annekeseley Rayport: Referencing “Customers 3.0″. Is the moniker “2.0″ obsolete? #sales20
Tu 8/25 13:31 Rayport says the 2nd wave of consumers can be rep’d by the old Visa campaign “It’s everywhere you want to be.” Hello to multichannel.#crme09
Tu 8/25 13:32 RT @jesstsai GenZ- born after 2003-don’t know a world w/o an iPhone/iPod/or Webkinz (which of these is not like the other?)-JRayport
Tu 8/25 13:44 I’m happy I’m not a Gen Z. Webkinz scare me. http://www.freewebs.com/ek67/Webkinz.png
Tu 8/25 13:45 Honda Element tried to reach younger gen. Completely missed target bc invested in Tv ad. Avg driver is 44.
Tu 8/25 13:48 Toyota Scion learned from Elements mistakes. Youngest gen of drivers. (No one in ballroom owns one.)
Tu 8/25 13:51 speech is ideal for playing a game in micro-verticals.-jrayport
Tu 8/25 13:52 RT @jesstsai Create your own personalized radio station! http://yiqyaq.com/
Tu 8/25 14:12 RT @jesstsai The T-Mobile Dance (http://bit.ly/10uwLu ), reminds me of Antwerp (http://bit.ly/SbPRI ) Love this!
Tu 8/25 14:20 Rayport has great examples but is WAY over time.
Tu 8/25 14:58 RT @rwang0 jrayport apple retail stores now has the highest sales per square feet vs the retail leader
Tu 8/25 15:00 “The fastest way to be forgotten by a company is to buy something.” -Scott Hornstein,
Tu 8/25 15:17 Marketing is in broadcast mode. But we need 2be in listening mode & open our ears to those “annoying customers out there”
Tu 8/25 15:18 People want to be treated well, but they expect to be treated badly.-Hornstein (And totally my mindset in NYC…sadly enough.)
Tu 8/25 15:30 72,700,000 Google results for phrase “I Hate Them.”
Tu 8/25 18:10 great scrm sesh by @brentleary. taking notes so not tweeting much. look out for dCRM blog later today.
Tu 8/25 18:16 @Brentleary started #scrm hash. then @prem_k @ekolsky and others jumped on board.
Tu 8/25 21:30 @brentleary’s experience w Popeyes on Twitter. “i replied, I followed, I blogged, I ate, $$$”
Tu 8/25 21:49 Looking for Twitter Hall-of-Shame words. Ya know the ones.. Beginning w/ Tw…. #crmplayaz
W 8/26 13:13 Blogged: The Socially Empowered Consumer Wants You
W 8/26 13:15 Social CRM panel w/ @mfauscette @drnatalie and IBM’s Osamuyimen Stewart. (Anyone know if he’s on Twitter?)
W 8/26 13:20 @DrNatalie on community: You need a reputation model as part of your commnty 2reward people who give the best answers. Status-not $.
W 8/26 13:21 Lots of talk about the “Social Media Revolution.” The phrase bugs me. Anyone else?
W 8/26 13:26 IBM’s Osamuyimen Stewart says he’s a “social geek,” but doesn’t have a Twitter handle. Uhh…?
W 8/26 13:28 Stewart talking about crowdsourcing w/i the enterprise. Keys to strategy: 1. Design and 2. Incentives.
W 8/26 13:32 4 components of a community: 1. creators, 2. critics, 3. connectors, 4. crowd 10% do the work, 90% (the crowd) consume.
W 8/26 13:33 Internet is killing me. Keeps making me sign back into conf web portal. So annoying.
W 8/26 13:35 Stewart: “We learned a painful lesson [at IBM] — Hype does not sustain participation.”
W 8/26 13:37 @jesstsai My session is more social than your session.
W 8/26 13:44 Moderator @mwthomasscrm on Stewart’s lively presentation: I had a flashback to being at church… Wanted to yell Amen.
W 8/26 13:45 @mfauscette says Twitter & FB aren’t realistic for the enterprise. They are enablers, but the issue is about culture.
W 8/26 14:38 @drnatalie argues that social media can be a biz trans tool tool. All the sudden CEOs hear about Twitter & become interested in VOC.
Th 8/27 13:54 Back in the office for some #crme09 wrap-up and some major Nov issue catch-up.
Th 8/27 14:17 RT @ekolsky What I Liked, Loved, and Gotta Have Right Now from #CRMe09 http://bit.ly/Y6Ypr