@PeteModi | My Thoughts Enclosed... by Robert Lavigne

245 Enclosed @RLavigne42 Tweets aggregating:

Social CRM Summit (#SCRMSummit)
2.0 Adoption Council Webinar Series (#acweb3)
Enterprise 2.0 (#E20)
Social Media (#SocialMedia)
social CRM (#SCRM)
Personal Branding (#Branding)

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My Thoughts Enclosed…

@prem_k says call center guys in Bangalore don’t have time to share knowledge and training << customers already know this! @mkrigsman
18:00 PM Feb 10^th from Twitterrific
@pgreenbe: The New Contact Center – measure for results, not savings. remember there are human beings on both sides of call. (@BrentLeary)
18:00 PM Feb 10^th from Twitterrific
#customerservice suffers from the Rodney Dangerfield Affect – not enough respect #SCRMSummit #SCRM (via @drnatalie)
18:00 PM Feb 10^th from Twitterrific
Ave. cost per incident: $49 Day 1 Resolution, $61 Day 2 Res., $155 Day 3 Res. according to ServiceXRG 2008 (via @CRMStrategies)
18:01 PM Feb 10^th from Twitterrific
@pgreenbe on New Contact Center: If you ignore call rez. issues, service costs will rise as custs will keep calling #scrm (via @dmyron)
18:01 PM Feb 10^th from Twitterrific
contact ctr: listen, learn, act – strong self svc – prevent, not just solve prob #scrmsummit (via @mfauscette)
18:02 PM Feb 10^th from Twitterrific
ACT! customer community (based on Lithium) is well-organized and a good example to follow — @pgreenbe #scrmsummit (via @mkrigsman)
18:02 PM Feb 10^th from Twitterrific
When will CxO ‘s get #customerservice is an executive, bottomline decision? #SCRMSummit #SCRM (via @drnatalie)
18:02 PM Feb 10^th from Twitterrific
The New (Social) Customer Advocate – my thoughts on engaging w customers in a social world http://ow.ly/15Tmc (via @CRMStrategies)
18:03 PM Feb 10^th from Twitterrific
call ctr tech: txt/sentiment analysis, speech analytics, SocMed monitoring, web self svc, CRM integration #scrmsummit (via @mfauscette)
18:03 PM Feb 10^th from Twitterrific
maybe have CxO required 2 sit in call center 2 days/ qtr 2 get customer frustration #customerservice #SCRMSummit #SCRM (via @drnatalie)
18:04 PM Feb 10^th from Twitterrific
RT @BrentLeary: @pgreenbe: more important metric to track – first contact resolution. #scrmsummit (via @jesus_hoyos)
18:04 PM Feb 10^th from Twitterrific
in case U missed it, 8 case studies on social #customerservice, use of Twitter, communities, ROI http://bit.ly/9ZGeWG #scrm (via @drnatalie)
18:04 PM Feb 10^th from Twitterrific
Social CRM: products, services, tools, and experiences that allow customers to sculpt their own experience with you. (via @mkrigsman)
18:04 PM Feb 10^th from Twitterrific
The Social Customer is far more aggressive, far more proactive in speaking their mind #scrmsummit (via @CRMStrategies)
18:05 PM Feb 10^th from Twitterrific
Radian6 is talking bout social media monitoring / engagement #customerservice #SCRMSummit #SCRM (via @drnatalie)
18:05 PM Feb 10^th from Twitterrific
Ryan Strynatka from @radian6 is on the stage. #scrmsummit (via @BrentLeary)
18:05 PM Feb 10^th from Twitterrific
Build a model that that enables customers to shape their own experience & speak as favorably as possible about it. (via @CRMStrategies)
18:06 PM Feb 10^th from Twitterrific
“You can’t ask a social (Web) conversation to be on hold for 25 minutes; it just doesn’t fly.” @Strynatka of Radian6 (via @jchernov)
18:06 PM Feb 10^th from Twitterrific
Radian6: “Transform your organization through listening” << nice in theory but requires hard news and details (via @mkrigsman)
18:07 PM Feb 10^th from Twitterrific
RT @mkrigsman: ACT! customer community (Lithium) – Here’s ACTUAL case study http://bit.ly/52Hd5v – #SCRM #customerservice (via @drnatalie)
18:07 PM Feb 10^th from Twitterrific
Most internal advocates do it for reasons beyond simple “job description:” empowerment, personality, etc. – Radian6 (via @CRMOutsiders)
18:07 PM Feb 10^th from Twitterrific
Case study on Lenovo #CustomerService online Community – cost reduction, customer loyalty http://bit.ly/cYlGSB #SCRM (via @drnatalie)
18:08 PM Feb 10^th from Twitterrific
Two take aways fr @pgreenbe this morning – #customerservice fix front line empowerment. More channels=data integration fail (via @bsdalton)
18:08 PM Feb 10^th from Twitterrific
Case study on B2B Intel online Community – cost reduction, customer loyalty, product innovation http://bit.ly/5MmV6H #SCRM (via @drnatalie)
18:08 PM Feb 10^th from Twitterrific
List of B2B #customerservice communities http://bit.ly/a6V19V #scrmsummit #SCRM (via @drnatalie)
18:09 PM Feb 10^th from Twitterrific
Case study on Cisco / Linksys #CustomerService online Community – cost reduction, customer loyalty http://bit.ly/c9sZMy #SCRM (@drnatalie)
18:09 PM Feb 10^th from Twitterrific
Impressive demo from Radian6 — interesting Twitter analysis and social media monitoring #scrmsummit (via @mkrigsman)
18:09 PM Feb 10^th from Twitterrific
How 2 calculate ROI of #customerservice online communities #SCRM #SCRMSummit http://bit.ly/ddp1zJ (via @drnatalie)
18:09 PM Feb 10^th from Twitterrific
5 BP strategies for #customerservice #socialmedia #SCRMSummit #SCRM http://bit.ly/kpXLb (via @drnatalie)
18:10 PM Feb 10^th from Twitterrific
case study: How NetApp uses online customer communities 4 business http://bit.ly/ctIjdJ #SCRMSUmmit #SCRM #customerservice (via @drnatalie)
18:10 PM Feb 10^th from Twitterrific
case study: how Infusionsoft uses #social media 4 #customerservice costs reduction http://bit.ly/axgptH #SCRMSummit #SCRM (via @drnatalie)
18:11 PM Feb 10^th from Twitterrific
@prem_k you use radian6 to capture “feedback” then need to feed into analytics to get actionable insights #scrmsummit (via @ekolsky)
18:11 PM Feb 10^th from Twitterrific
@prem_k and then you use the actionable insight s to improve experiences… SCRM circle of life in full swing #scrmsummit (via @ekolsky)
18:11 PM Feb 10^th from Twitterrific
@prem_k without partners adding “what to do” to radian6, it is a firehose. #scrmsummit (via @ekolsky)
18:11 PM Feb 10^th from Twitterrific
@MarkTamis BI tools, manual filtering removes the automation from the equation, cannot scale #scrmsummit (via @ekolsky)
18:11 PM Feb 10^th from Twitterrific
often engagement is categorized as a depth of a thread #scrmSummit #SCRM #customerservice (via @drnatalie)
18:12 PM Feb 10^th from Twitterrific
engagement = also are the # of people who comment on it, give it a kudo, RT It etc… #scrmsummit #customerservice #SCRM (via @drnatalie)
18:12 PM Feb 10^th from Twitterrific
@prem_k rules engine is a small part of it, still need the workflows to act… rules only point the way, still need to execute (@ekolsky)
18:13 PM Feb 10^th from Twitterrific
@ekolsky route the social data to the proper WF tools after parsing thru rules & doing some opinion/text analytics (via @prem_k)
18:13 PM Feb 10^th from Twitterrific
@ekolsky – sounds like our upcoming roadshow on #socialmedia #SCRM #customerservice ROI and analytics is needed #scrmsummit (via @drnatalie)
18:14 PM Feb 10^th from Twitterrific
@phsoffer we are always getting caught in tools, people feel good if they can touch it – not having to think about intangibles(via @ekolsky)
18:14 PM Feb 10^th from Twitterrific
Takes CxO approval 4 #socialmedia analytics 2 B used 2 change business. Org / culture change required. #customerservice (via @drnatalie)
18:15 PM Feb 10^th from Twitterrific
a lot of interest in the Radian6 preso, socialytics is a compelling topic #scrmsummit (via @mfauscette)
18:15 PM Feb 10^th from Twitterrific
The Individual Customer #scrmsummit @pgreenbe Social CRM is about focusing on the customer as Humans! (via @mjayliebs)
18:15 PM Feb 10^th from Twitterrific
@pgreenbe highlighting the importance of human emotion as a key component of customer experience. #scrmsummit (via @CRMStrategies)
18:16 PM Feb 10^th from Twitterrific
“CRM is the only science of business that attempts to reproduce an art of life.” -pgreenbe #scrmsummit (via @sapcrm)
18:16 PM Feb 10^th from Twitterrific
experience: ordinary is kept ordinary – customer expectations are exceeded – flexible approach #scrmsummit (via @mfauscette)
18:16 PM Feb 10^th from Twitterrific
“All things are self-perfecting, but are not perfect.” — true words of wisdom from @pgreenbe #scrmsummit (via @mkrigsman)
18:16 PM Feb 10^th from Twitterrific
@pgreenbe at #scrmsummit: optimal condition is for customer to perceive a company as a company like me. (via @dmyron)
18:16 PM Feb 10^th from Twitterrific
RT @mikeboysen: I want a company to be like me…always late for everything #scrmsummit (just kidding) | more pragmatic wisdom 🙂 (@ekolsky)
18:17 PM Feb 10^th from Twitterrific
@mkrigsman Thowing $1M in salary at a $500M cust svc problem doesn’t necessarily solve problems [re:Comcast] #scrmsummit (via @theMetz)
18:18 PM Feb 10^th from Twitterrific
#scrmsummit “@comcastcares has a staff of 11 people but remainder of organization doesn’t get it” — @pgreenbe (via @mkrigsman)
18:22 PM Feb 10^th from Twitterrific
“Do not underestimate the power of coolness in this stuff — people like to feel good.” — @pgreenbe << Apple would agree (@mkrigsman)
18:22 PM Feb 10^th from Twitterrific
Customer Experience is the responsibility of the whole company, not one group or individual #scrmsummit (via @mjayliebs)
18:22 PM Feb 10^th from Twitterrific
Work to exceed customer expectation – should not be hard as we heard 40% of people do not have any (as we heard b4) @pgreenbe (@mjayliebs)
18:23 PM Feb 10^th from Twitterrific
@pgreenbe One way or another… It all (success w/ customer service) comes back to (corporate) culture. #scrmsummit (via @jberkowitz)
18:23 PM Feb 10^th from Twitterrific
@pgreenbe at #scrmsummit: In the past we focused on getting customers to buy. Now we’re focusing on how to get their attention (via @dmyron)
18:24 PM Feb 10^th from Twitterrific
The Attention (Deficit) Social culture is being discussed @pgreenbe #scrmsummit – (via @mjayliebs)
18:24 PM Feb 10^th from Twitterrific
@pgreenbe at #scrmsummit: You set the level of expectations to the customer. If you don’t meet it, you’re doomed. (via @dmyron)
18:24 PM Feb 10^th from Twitterrific
@pgreenbe at #scrmsummit: You’re competing against what it takes to get customer trust. (via @dmyron)
18:24 PM Feb 10^th from Twitterrific
@pgreenbe on Attention and Expectations at #scrmsummit: All get direct mail, almost none read it and throw most of it out. (via @dmyron)
18:25 PM Feb 10^th from Twitterrific
In an ADD world that’s flooded with messages (>3K/day) how do you get / keep the customer’s attention? #scrmsummit (via @mfauscette)
18:25 PM Feb 10^th from Twitterrific
The key in customer experience is the granularity with which we emote – think on that @pgreenbe #scrmsummit (via @mjayliebs)
18:26 PM Feb 10^th from Twitterrific
Comcast – earnings up http://bit.ly/cWgMaT Maybe more customers need 2 vote w/ their feet… customerservice #SCRM (via @drnatalie)
18:27 PM Feb 10^th from Twitterrific
With Comcast earnings up, bet CxO doesn’t get #customerservice matters http://bit.ly/cWgMaT customerservice #SCRMSummit #SCRM (@drnatalie)
18:27 PM Feb 10^th from Twitterrific
@drnatalie The problem is that there are few compelling places those feet can take us. #SCRMSummit #SCRM (via @jchernov)
18:27 PM Feb 10^th from Twitterrific
@pgreenbe: Social Characteristics – Core: identity, objects and context. #scrmsummit (via @BrentLeary)
18:27 PM Feb 10^th from Twitterrific
@pgreenbe: sharing is the main characteristic in many ways with respect to social characteristics. #scrmsummit (via @BrentLeary)
18:28 PM Feb 10^th from Twitterrific
Checking out the #scrmsummit page at @wthashtag http://wthashtag.com/scrmsummit (via @drnatalie)
18:28 PM Feb 10^th from Twitterrific
The ease & speed w/ which ppl can create & share content & connections is the force behind the changes we are experiencing. (via @prem_k)
18:28 PM Feb 10^th from Twitterrific
@pgreenbe: customers think like humans, not like businesses. #scrmsummit (via @BrentLeary)
18:29 PM Feb 10^th from Twitterrific
Social Characteristics include demographic, socialgraphic, physcographic info. (1/2) #scrmsummit (via @CRMStrategies)
18:29 PM Feb 10^th from Twitterrific
RT @comcastcares: issue is central call ctr + local market call ctrs = inconsistency in service, KM... #customerservice (via @drnatalie)
18:29 PM Feb 10^th from Twitterrific
the customer experience is at risk from any point of failure in the companies value chain #scrmsummit (via @mfauscette)
18:30 PM Feb 10^th from Twitterrific
@pgreenbe you need 2 figure out the level of transparency in the ecosystem in order to make the Collaborative Value Chain 2 work @MarkTamis
18:30 PM Feb 10^th from Twitterrific
making customer experience better has to be based on the customer’s definition of “better” #scrmsummit (via @mfauscette)
18:30 PM Feb 10^th from Twitterrific
@pgreenbe: Procter and Gamble is a great example of a company that has created a collaborative value chain. #scrmsummit (via @BrentLeary)
18:31 PM Feb 10^th from Twitterrific
RT @LithiumTech [Newsletter] NEW! Great articles in InSocialCRM Issue #1 for 2010 http://bit.ly/98fsp0 #scrmsummit (via @wcheng86)
18:31 PM Feb 10^th from Twitterrific
value rules the world, not price #scrmsummit (via @mfauscette)
18:31 PM Feb 10^th from Twitterrific
Customer experience, not product or service offering is now where you can build your company’s competitive advantage (via @MarkTamis)
18:32 PM Feb 10^th from Twitterrific
The desired Customer Experience is at the core of P&G’s innovation strategy.. focused around co-creation & user communities (via @wimrampen)
18:32 PM Feb 10^th from Twitterrific
@pgreenbe: Vocalpoint became so successful it was spun off as its own business. #scrmsummit (via @BrentLeary)
18:32 PM Feb 10^th from Twitterrific
RT @BrentLeary: @pgreenbe: P&G built Vocalpoint network of moms – 2 become a member you have to demonstrate having ur own network of 25 moms
18:33 PM Feb 10^th from Twitterrific
Desired is key-word here.. it is not about the best or highest quality in Customer Experience.. focus on actual needs (via @wimrampen)
18:33 PM Feb 10^th from Twitterrific
#Innocentive will likely become a model for innovative communities across industries/verticals in the future. #scrmsummit (@CRMStrategies)
18:33 PM Feb 10^th from Twitterrific
@jasonbreed it’s also about aligning ecosystem constituents capabilities/cultures around the customer experience #scrmsummit (@MarkTamis)
18:34 PM Feb 10^th from Twitterrific
Hey, #SCRMsummit folks: Hope you find a moment to incorporate @denispombriant‘s thoughts on “Hope” http://wp.me/pgUfa-eD (via @kitson)
18:34 PM Feb 10^th from Twitterrific
“Pricing design from the shelf back” – set consumer-friendly price and reverse engineer supply chain to meet it #scrmsummit (via @mkrigsman)
18:35 PM Feb 10^th from Twitterrific
RT @blairplez: United Breaks Guitars Song 2 http://bit.ly/K37pX – if only all wronged consumers could do this #cctr #Scrm (via @drnatalie)
18:35 PM Feb 10^th from Twitterrific
strategy example Philly Flyers: engage fans all ways – know fan’s lifestyle & customize experience – measure & learn (via @mfauscette)
18:35 PM Feb 10^th from Twitterrific
Flyers “how you doin?” program: greet everyone, answer ?’s for all, go above & beyond #scrmsummit (via @mfauscette)
18:36 PM Feb 10^th from Twitterrific
Philadelphia Flyers “How You Doin'” customer experience program rewarded staff for providing execptional fan experiences. (via @jchernov)
18:36 PM Feb 10^th from Twitterrific
Philadelphia Flyers: Implementing CRM software is not enough — need to think about meaning / relationships with the customer. (@mkrigsman)
18:36 PM Feb 10^th from Twitterrific
RT @mkrigsman: Optimal customer: advocates + company = love << quite the ideal scenario #scrmsummit (via @jesus_hoyos)
18:36 PM Feb 10^th from Twitterrific
@pgreenbe argues that Advocates are potentially more valuable than Loyal Customers #scrmsummit (via @CRMStrategies)
18:37 PM Feb 10^th from Twitterrific
RT @mfauscette: don’t presume for the customer #scrmsummit (via @fdomon)
18:37 PM Feb 10^th from Twitterrific
advocates + company = love : the optimal customer #scrmsummit (via @mfauscette)
21:49 PM Feb 10^th from Twitterrific
@pgreenbe at #scrmsummit: Only people with low self-esteem issues accept being treated as a low-value customer. (via @dmyron)
21:49 PM Feb 10^th from Twitterrific
customer advocates potentially higher value to the company than loyal customer #scrmsummit (via @mfauscette)
21:49 PM Feb 10^th from Twitterrific
Advocates are created through CONTINUOUS: Engagement, Transparency, Authenticity – @pgreenbe #scrmsummit (via @CRMStrategies)
21:49 PM Feb 10^th from Twitterrific
Seth Godin says, “Date your customers,” via @pgreenebe at #scrmsummit (via @phsoffer)
21:50 PM Feb 10^th from Twitterrific
Social CRM advocates are powerful forces for goodness. Except if you make them mad!! #scrmsummit (via @mkrigsman)
21:50 PM Feb 10^th from Twitterrific
advocates find you other customers (trust filtering is powerful) #scrmsummit (via @mfauscette)
21:50 PM Feb 10^th from Twitterrific
@kitson Not solicit per se, but act accordingly and be responsive to non monetary contributions to the ecosystem #scrmsummit (@mjayliebs)
21:51 PM Feb 10^th from Twitterrific
Recommended Reading: How consumer conversation will transform business http://ow.ly/1622F #scrmsummit (via @CRMStrategies)
21:51 PM Feb 10^th from Twitterrific
RT @mjayliebs: Time is a valuable commodity, from your prospects, customers and peers| think of customer productivity (via @jesus_hoyos)
21:52 PM Feb 10^th from Twitterrific
measuring advocacy: customer lifetime value, customer referral value, customer brand value: Dr V. Kumar #scrmsummit (via @mfauscette)
21:52 PM Feb 10^th from Twitterrific
Contrast of approach vs. NPS: Would you recommend my company? vs. DID YOU recommend my company? #scrmsummit (via @CRMStrategies)
21:52 PM Feb 10^th from Twitterrific
Follow up questions: (1) Did the person you refer actually buy? (2) Were they profitable to the company? #scrmsummit (via @CRMStrategies)
21:53 PM Feb 10^th from Twitterrific
“Net Promoter Score” was a nice start. -@pgreenbe #scrmsummit (via @jchernov)
21:53 PM Feb 10^th from Twitterrific
@pgreenbe: 81 yr. old lady packer fan breaks down game footage right after the game – that’s customer advocacy! #scrmsummit (@BrentLeary)
21:53 PM Feb 10^th from Twitterrific
“Customer needs have changed. We have not cared.” #scrmsummit Priceless. (via @theMetz)
21:55 PM Feb 10^th from Twitterrific
RT @theMetz: “Customer needs have changed. We have not cared.” #scrmsummit Priceless | its so true, its almost not funny (via @drnatalie)
21:55 PM Feb 10^th from Twitterrific
RT @mikeboysen: RT @MWardley: RT @MarkTamis Customer Satisfaction = useless metric at this point #scrmsummit |Totally agree (via @drnatalie)
21:56 PM Feb 10^th from Twitterrific
being social will give a new dimension to the enterprise chain, but with caution...#scrmsummit (via @twitrvenky)
21:56 PM Feb 10^th from Twitterrific
SAPACLESOFT presentation report from the #scrmsummit – based on case study group exercise http://bit.ly/df2paV (via @mkrigsman)
21:57 PM Feb 10^th from Twitterrific
PDFs of Tweets #SCRMSummit day 1 http://bit.ly/SCRMSummit01 and now day 2 http://bit.ly/SCMSummit02 (each ~3MB) (via @ekolsky)
21:58 PM Feb 10^th from Twitterrific
#scrmsummit complete. Tremendous gathering. Thanks (via @bsdalton) < thanks everyone for your tweets and insights #scrm
21:59 PM Feb 10^th from Twitterrific
@wimrampen `the difference is still made by people: what are you listening for & how do you act is not decided by a system` @Greenbizstartup
22:00 PM Feb 10^th from Twitterrific
Working on logistics for tomorrow’s unconference, 8:30-11:30 am stay tuned. #scrmsummit (via @theMetz)
22:01 PM Feb 10^th from Twitterrific
@theMetz looking forward to hearing about the unconference. Keep twitterdom posted #scrmsummit (via @klrichardson)
22:01 PM Feb 10^th from Twitterrific
Live demos. William Shatner! Watch the entire Lotusphere 2010 Opening General Session: http://bit.ly/9ykAjA #ls10 (via @lotusphereblog)
22:03 PM Feb 10^th from Twitterrific
All Lotusphere 2010 OGS demo’s in under 30 mins. http://goo.gl/xEmr #ls10 (via @bijns)
22:04 PM Feb 10^th from Twitterrific
see the IBM Project Vulcan demo in the #ls10 keynote around 2:02 http://tinyurl.com/y86wlen (posted wrong url few days ago) (via @creckling)
22:05 PM Feb 10^th from Twitterrific
reading @the_schwartz blog – interesting perspective: http://tinyurl.com/ygs2j34 #ibmprojectvulcan #ls10 (via @creckling)
22:05 PM Feb 10^th from Twitterrific
Practical Techniques for Designing Better Elearning – Learning Solutions #LS10 http://screenr.com/r3d (via @elearning)
22:06 PM Feb 10^th from Twitterrific
RT @Lotus_DE: What Lotusphere 2010 meant for Unified Communications > “SametimeBlog” ( http://bit.ly/cEtoGE ) #ls10 (via @katmandelstein)
22:07 PM Feb 10^th from Twitterrific
#ls10 BAD / #ls2010 GOOD RT @bschlenker: Hashtag for Learning Solutions Conference #LS2010 (via @Tim_M_Martin)
22:07 PM Feb 10^th from Twitterrific
RT @gyehuda Measuring Community Strength http://goo.gl/fb/SRwX #e20 (via @bhc3)
22:10 PM Feb 10^th from Twitterrific
#E20 Enterprise 2.0 Start Up Yammer Snags $10 Million in Funding http://url4.eu/1Jpdr (via @enterprisetwo)
22:11 PM Feb 10^th from Twitterrific
#E20 links for 2010-02-04 http://url4.eu/1Jpdo (via @enterprisetwo)
22:11 PM Feb 10^th from Twitterrific
Enterprise 2.0 Roll-up: Social Computing is Eating Corporate Dollars and Sense #e20 http://bit.ly/c29V7F (via @hebsgaard)
22:11 PM Feb 10^th from Twitterrific
The #Social #CRM and Enterprise 2.0 Experience Continuum http://ow.ly/1426o #E20 #SCRM (via @ChrisRetz)
22:12 PM Feb 10^th from Twitterrific
Twitter CEO @ev on how Twitter was born! http://bit.ly/5g4qy8 #twitter #socialmedia #sCRM #PR #innovation #e20 (via @hkotadia)
22:12 PM Feb 10^th from Twitterrific
4 Ps of effective #collaboration: #Purpose, #People, #Process, #Place http://bit.ly/4V4Es7 #E2 #E20 #Leadership #VirtualTeams (via @ldatta)
22:13 PM Feb 10^th from Twitterrific
Reading IBM’s social media strategy >> Def. great case-study http://ow.ly/1495K #E20 #SocialMedia (via @lammiia)
22:13 PM Feb 10^th from Twitterrific
Identifying #e20 champions? @michaelido has some good insights: http://icio.us/0tjfuf (via @markgould13)
22:13 PM Feb 10^th from Twitterrific
RT @bduperrin: Reading : enterprise 2.0 – The After : http://bit.ly/bYST1R >Great work from the 2.0 adoption Council #e20 (via @lammiia)
22:14 PM Feb 10^th from Twitterrific
9 Enterprise 2.0 Predictions for #2010 http://bit.ly/6a0ST0 (via @newsgator) #E20 – Yet CEOs will not “get” social yet (via @PeteModi)
22:14 PM Feb 10^th from Twitterrific
Booz Allen’s 5 valuable #e20 lessons learned @walton3 http://bit.ly/6LLea5 (via @BillIves @ffblog) #bahe20 (via @PeteModi)
22:14 PM Feb 10^th from Twitterrific
Reading : IBM Driving adoption of Lotus Connections http://cot.ag/cyJZGc >Basic but essential rules for any #e20 project (via @bduperrin)
22:15 PM Feb 10^th from Twitterrific
I think facebook can make a really strong #e20 play, essentially most new vendors are replicating many of the same functionalities (@jacobm)
22:15 PM Feb 10^th from Twitterrific
@jacobm replace Facebook with LinkedIn — and tell me what you think about your last tweet. #e20 (via @gyehuda)
22:15 PM Feb 10^th from Twitterrific
Thanks the the good people at @newsgator you can read an excellent report on #e20 adoption. http://bit.ly/a2uVre (that I wrote) (@gyehuda)
22:16 PM Feb 10^th from Twitterrific
1 personal phone number is worth 10K followers. Don’t loose sight of what real networking can do. #e20 (via @joemsie)
22:17 PM Feb 10^th from Twitterrific
#E20 Micro-Blogging is Good for Leadership, Good for Your Culture http://url4.eu/1KWYK (via @enterprisetwo)
22:17 PM Feb 10^th from Twitterrific
#E20 Adressing time issues in Enterprise 2.0 approaches http://url4.eu/1KWYM (via @enterprisetwo)
22:18 PM Feb 10^th from Twitterrific
#E20 The power of personal brands in strategy and attracting talent http://url4.eu/1KZyO (via @enterprisetwo)
22:18 PM Feb 10^th from Twitterrific
#E20 Forrester to Analysts that Have Their Own Blogs: Umm, No http://url4.eu/1KbMx (via @enterprisetwo)
22:18 PM Feb 10^th from Twitterrific
B2B: Business Case for Social Media http://bit.ly/d0OIw0 #sCRM #socialmedia #e20 #b2b #SM (via @hkotadia)
22:18 PM Feb 10^th from Twitterrific
Enterprise 2.0 Management 10 Principles in Video http://bit.ly/a8IEJd /via @ceciiil by @RLavigne42 #e20 #stopandthink (via @raesmaa)
22:18 PM Feb 10^th from Twitterrific
@roundtrip My two cents on Facebook, boundaries and affordances of trust http://j.mp/9zszQZ #e20 #KM #SM (via @roundtrip)
22:42 PM Feb 10^th from Twitterrific
Should Companies ban Employees’ Private Blogs or Social Media use? http://bit.ly/bn0t8s #sCRM #CRM #e20 #web20 #socialmedia (via @hkotadia)
22:42 PM Feb 10^th from Twitterrific
Paul Greenberg uncovers real value in #e20 via @dhinchcliffe “ferret out the influencers “ http://bit.ly/cMtDY5 (via @joemsie)
22:42 PM Feb 10^th from Twitterrific
RT @olivermarks Maze 2.0: Differentiating Business Value from Fashions http://bit.ly/aSGqYk #e20 (via @andgenth)
22:43 PM Feb 10^th from Twitterrific
#E20 management 10 principles presented at CIPS IT Executive in Toronto by @rlavigne42 http://wp.me/p58hh-sX. Great Job Robert! (@ceciiil)
22:44 PM Feb 10^th from Twitterrific
Patterns of successful of successful #E20 rollouts http://bit.ly/cCUNNy – interesting WP by the 2.0 adoption council (via @francoisxmeyer)
22:44 PM Feb 10^th from Twitterrific
Jive, SocialText & Atlassian listed as “Three Sleek Social Networking Alternatives” to SharePoint // http://bit.ly/cBghPj // @georgedearing
22:45 PM Feb 10^th from Twitterrific
5 elevator pitches for Enterprise 2.0 adoption http://bit.ly/dibZQr @ceciiil [Spot on personas; catchy & relevant data pts. #e20] (@LLiu)
22:46 PM Feb 10^th from Twitterrific
#E20 Like Media, Research Needs to Be Social, Too [GigaOM] http://url4.eu/1LWRk (via @enterprisetwo)
22:46 PM Feb 10^th from Twitterrific
Innovation and Reputation http://bit.ly/9WXBgn by @DrewBoyd > you must give to get when it comes to collaborative #innovation (via @bhc3)
22:46 PM Feb 10^th from Twitterrific
RT @VenessaMiemis: really good post on how to facilitate enterprise 2.0 adoption http://bit.ly/bLROrv (thx @BFchirpy) (via @johannabragge)
22:47 PM Feb 10^th from Twitterrific
Social Media students must know – 5 Levels of Effective Communication in the Social Media Age #e20 http://bit.ly/9WJ02N (via @joemsie)
22:47 PM Feb 10^th from Twitterrific
#E20 SocialFest: Building Enterprise 2.0 Apps on SharePoint http://url4.eu/1LbhN (via @enterprisetwo)
22:48 PM Feb 10^th from Twitterrific
#E20 Success in 2010: Realizing the Benefits of Enterprise 2.0 http://url4.eu/1LdQb (via @enterprisetwo)
22:48 PM Feb 10^th from Twitterrific
#E20 The Perils of a Web 2.0 Transition on Your Business Processes http://url4.eu/1LezC (via @enterprisetwo)
22:48 PM Feb 10^th from Twitterrific
HR has to change for #e20 to work http://bit.ly/b53ugF (via @gminks)
22:48 PM Feb 10^th from Twitterrific
Empathy is the new black http://is.gd/7YKaH #e20 (via @uwehook)
22:49 PM Feb 10^th from Twitterrific
#E20 The Man Who Looked Into Facebook’s Soul http://url4.eu/1LmfK (via @enterprisetwo)
22:49 PM Feb 10^th from Twitterrific
#E20 Google Buzz takes the fight to Facebook http://url4.eu/1MGgG (via @enterprisetwo)
22:49 PM Feb 10^th from Twitterrific
#Hinchcliffe: First impressions of Google Buzz: Smart, useful, long road ahead http://bit.ly/beBX6m #e20 (via @wissensauslese)
22:49 PM Feb 10^th from Twitterrific
#E20 Can Google Generate Buzz in the Enterprise? http://url4.eu/1MJhq (via @enterprisetwo)
22:49 PM Feb 10^th from Twitterrific
RT @olivermarks Who Dat? Buzz… http://bit.ly/cTbjR5 #e20 (via @andgenth)
22:50 PM Feb 10^th from Twitterrific
RT @Herkens @rossdawson on Gartner Enterprise 2.0 predictions http://bit.ly/c5LyBa #e20 __ agree mostly, lifestreams vs. email @frogpond
22:50 PM Feb 10^th from Twitterrific
The Problem With Google Buzz, reliance on Gmail and assumption that e-mail contacts are my friends http://bit.ly/cRnjxB #e20 (@multisilta)
22:51 PM Feb 10^th from Twitterrific
New blog post: Why Ideas Are Core to Enterprise 2.0 http://bit.ly/9XCpzX #e20 #innovation (via @bhc3)
22:51 PM Feb 10^th from Twitterrific
#E20 Facebook And Google On A Collision Course http://url4.eu/1Mfmq (via @enterprisetwo)
22:51 PM Feb 10^th from Twitterrific
#E20 Google Buzz: For Most Enterprises, Much Ado About Nothing http://url4.eu/1MhlQ (via @enterprisetwo)
22:51 PM Feb 10^th from Twitterrific
Gil Yehuda: Corporate Backlash to Social Media http://bit.ly/c2ebST #e20 (via @raesmaa)
22:52 PM Feb 10^th from Twitterrific
#E20 Google feeds mobile social craze with a little Buzz http://url4.eu/1Muzh (via @enterprisetwo)
22:52 PM Feb 10^th from Twitterrific
RT @ClintonBravo New blog post: Project Management Basics. http://bit.ly/9djSmz (@ManagerGuru)
22:54 PM Feb 10^th from Twitterrific
MySpace, R.I.P: My latest piece on why I think MySpace’s days are numbered. http://bit.ly/anIL1M from @gigaom (via @om)
22:55 PM Feb 10^th from Twitterrific
Giving up on your dreams should never be an option, no matter how easy it is to do. (via @BenParr)
22:56 PM Feb 10^th from Twitterrific
RT @CollinVanUden: @BenParr Giving up on your dreams leaves room for your nightmares (via @BenParr)
22:56 PM Feb 10^th from Twitterrific
Huge collection of #Gmail #tips http://bit.ly/6a4bNd RT @cameronolivier (via @ruhanirabin)
22:57 PM Feb 10^th from Twitterrific
Red Bull Stratos. A man will jump from 120,000 feet and break the speed of sound. VIDEO: http://bit.ly/55CbfR (via @redbull)
22:57 PM Feb 10^th from Twitterrific
The Secrets of YouTube Marketing Revealed | Social Media Examiner http://bit.ly/alLMst (via @socialpinhead)
22:58 PM Feb 10^th from Twitterrific
RT @20Adoption: Webinar #3 this week with superstar @jamiepappas. Hear the complete EMC case study. #acweb3 #e2adoption (via @ITSinsider)
13:43 PM Feb 11^st from Tweetie
EMC sees 4.6 Million page views/month. #acweb3 (via @ITSinsider)
13:44 PM Feb 11^st from Tweetie
#EMC live for 2 years w/ 15k users, 27k unique visitors/mo, 150k page views/day w/ 110 active groups! #acweb3 (via @mkbanks)
13:44 PM Feb 11^st from Tweetie
EMC’s #e20 platform is “integral to an employee’s job.” #acweb3 (via @ITSinsider)
13:44 PM Feb 11^st from Tweetie
#EMC webinar “Provide employees a ‘voice’ in the organization”. Yes. Long tail, etc. #acweb3 (via @rickladd)
13:45 PM Feb 11^st from Tweetie
Interesting distinction: e20 as a “conversational platform.” #acweb3 (via @ITSinsider)
13:45 PM Feb 11^st from Tweetie
EMC didn’t replace – they layered in a tool #acweb3 (via @cflanagan)
13:45 PM Feb 11^st from Tweetie
Making sure your employees can collaborate is important before you expose your customers to your ignorance #acweb3 (via @Greg2dot0)
13:46 PM Feb 11^st from Tweetie
Executive champions are so key in driving e2.0, millenials are on the rise and expect social computing in the enterprise (@brandondgates)
13:46 PM Feb 11^st from Tweetie
RT @brandondgates: Email is dead, glad to see large organizations like #EMC utilizing e2.0 to drive collaboration #acweb3 (via @mkbanks)
13:46 PM Feb 11^st from Tweetie
@mkbanks @brandongates “Reports of my demise are greatly exagerated” Signed, Email #acweb3 (via @espnguyen)
13:46 PM Feb 11^st from Tweetie
@EMC Highlight realistic goals; be honest about the cost/benefit. Amazing that needs to be stated, but it does! #acweb3 (via @rickladd)
13:47 PM Feb 11^st from Tweetie
also so important to getting buy-in: be honest about how fast people adopt; it does not happen overnight #acweb3 (via @fgsquared)
13:47 PM Feb 11^st from Tweetie
#emc success factors – realistic goals, honest explaining & executive sponsorship by insightful people #acweb3 (via @frogpond)
13:47 PM Feb 11^st from Tweetie
ROI of social computing was put best by a financial client of #newsgator “ROI of social computing = Risk of Ignoring” (via @brandondgates)
13:47 PM Feb 11^st from Tweetie
@jamiepappas is a pro. awesome job. if you’re missing this webinar, make sure to tune into the recorded webinar. #acweb3 (via @ITSinsider)
13:47 PM Feb 11^st from Tweetie
vry important 2 listen 2 yr community. dont B defensive w/ their objections. Seek 2 understand; then B understood (S. Covey) (via @rickladd)
13:48 PM Feb 11^st from Tweetie
Anticipate, articulate, educate. Show respect for all and don’t expect everyone will be interested. #acweb3 (via @rickladd)
13:48 PM Feb 11^st from Tweetie
Key E2.0 concept “Accept that the Community is not for everyone” #acweb3 (via @Greg2dot0)
13:48 PM Feb 11^st from Tweetie
If enterprises don’t provide employees with a secure convo platform, they’ll find a way to converse elsewhere! #acweb3 (via @TheBrycesWrite)
13:52 PM Feb 11^st from Tweetie
“Accept that community is not for everyone. We elected not to make it a corporate-mandated tool.” #acweb3 (via @ITSinsider)
13:53 PM Feb 11^st from Tweetie
Target the information to the audience: KEY – especially for the critics. Speak directly to/for them. #acweb3 (via @KevinDJones)
13:53 PM Feb 11^st from Tweetie
Overarching commandment: “Trust your employees to do the right thing” (if only <sigh>) Good on #EMC #acweb3 (via @rickladd)
13:53 PM Feb 11^st from Tweetie
business goals -> tools that help achieve those goals #acweb3 (via @AnaDataGirl)
13:53 PM Feb 11^st from Tweetie
(shock horror!) “not everyone is comfortable with the web.” #acweb3 TRUE (via @ITSinsider) < and even less with the social web
13:53 PM Feb 11^st from Tweetie
“Keep it Simple” #acweb3 @JamiePappas (via @Greg2dot0) <funny how the KISS principle is the first thing that gets ignored in failed rollouts
13:54 PM Feb 11^st from Tweetie
EMC strives for 80/20 business/social discussions, recognizing they fuel each other #acweb3 (via @espnguyen)
13:54 PM Feb 11^st from Tweetie
@EMC allows and encourages mixing social discussions w/business. Builds trust and strengthens ties #acweb3 (via @rickladd)
13:54 PM Feb 11^st from Tweetie
“trust employees to do the right thing”–it is so important! What are you afraid might happen? @fgsquared < why hire them if you don’t trst
13:55 PM Feb 11^st from Tweetie
#acweb3 – Socail Conversations facilitate business conversations…and also help break the ice (via @Greg2dot0)
13:55 PM Feb 11^st from Tweetie
“we have a lot of cooler space” 🙂 It’s true, we ARE social animals #acweb3 (via @AnaDataGirl) < and the tools are bringing that back to biz
13:56 PM Feb 11^st from Tweetie
“this is a business platform, that can fuel social conversations which then lead to business conversations” #acweb3 (via @brandondgates)
13:56 PM Feb 11^st from Tweetie
“social conversations drive business conversations”–ppl see work as a comm envir anyway, and allowing ppl to chat helps business @fgsquared
13:59 PM Feb 11^st from Tweetie
#EMC – Trust employees to do the right thing (re: community mgmt) #acweb3 (via @mkbanks) < this is where the cmty mgmt really helps monitor
14:00 PM Feb 11^st from Tweetie
EMC’s popular item in its “social” community is a local restaurant list (wiki) where Sales folks can bring customers. #acweb3 (@ITSinsider)
14:00 PM Feb 11^st from Tweetie
Fear of participation in a public venue is normal. 90-95% of #EMC communities are public to encourage open communication. (via @mkbanks)
14:04 PM Feb 11^st from Tweetie
Most communities wanted to be private. “Can you provide a biz justification for that?” Most couldn’t and it worked out fine. (via @rickladd)
14:04 PM Feb 11^st from Tweetie
“We have very open community guidelines that reinforce common sense.” #acweb3 (via @ITSinsider)
14:04 PM Feb 11^st from Tweetie
“Trust employees to do the right thing” existing policies exist and apply #acweb3 (via @Collabr8tr)<very little tweaking to existing polices
14:05 PM Feb 11^st from Tweetie
Wow. @EMC had never had to disable an account or reprimand an employee–makes trust a little easier. #acweb3 (via @fgsquared) < that is huge
14:05 PM Feb 11^st from Tweetie
No disabling or reprimanding of users at #EMC! Your name follows your behavior… #acweb3 (via @mkbanks) <PersonalBranding DigitalFootprints
14:05 PM Feb 11^st from Tweetie
Someone could cause more damage using email vs an internally protected community (via @jamiepappas) #acweb3 (via @espnguyen) < exactly
14:06 PM Feb 11^st from Tweetie
No content is reviewed before published. Wonderful to hear how well this works for them. I’m a strong believer in it. (via @rickladd)
14:06 PM Feb 11^st from Tweetie
Enterprise community proposals are posted publicly to get others to weigh in and identify redundancy at #emc. #acweb3 (via @nbussard)
14:07 PM Feb 11^st from Tweetie
EMC closed down the ability to self create communities. Too much redundancy.. created separation rather than connection. (via @MeganMurray)
14:08 PM Feb 11^st from Tweetie
#EMC check communities on a monthly basis. If no activity in a month, ask if they need help. After 3 mos with no activity, hide it @nbussard
14:08 PM Feb 11^st from Tweetie
Really like the archive vs. delete approach of inactive communities at #EMC #acweb3 (via @brandondgates) < totally agree
14:08 PM Feb 11^st from Tweetie
#emc success factors at #acweb3 – coaching, education and training (I like the lunch ‘n learn idea, opt-in and freeform I guess) (@frogpond)
14:09 PM Feb 11^st from Tweetie
Lunch and learns, train the trainer, podcasts are all great ways to preach and promote community! #acweb3 (via @mkbanks) < podcasts are huge
14:09 PM Feb 11^st from Tweetie
Also for EC 2.0 training–identify charismatic super users to encourage adoption among their peers and friends #acweb3 (via @fgsquared)
14:09 PM Feb 11^st from Tweetie
Peer word-of-mouth is the validation that spurs adoption. #acweb3 (via @ITSinsider) < positive wow = trust = engagement
14:10 PM Feb 11^st from Tweetie
measure of success= when your phone rings off the hook with an outage (or would there be riots if you took it away) #acweb3 (via @cflanagan)
14:10 PM Feb 11^st from Tweetie
Feeling connected, important, and a part of something as close-knit and timely as EC2.0 increases employee satisfaction (via @fgsquared)
14:10 PM Feb 11^st from Tweetie
Ec2.0 adoption is no different than online community adoption. Start small with passionate people. Find Connectors and Mavens. (@djteknokid)
14:11 PM Feb 11^st from Tweetie
Great job! @JamiePappas . Thx to @20Adoption & @ITSinsider 4 evrytink! (via @rickladd) <once again thanks all for the twts couldn’t attend
14:12 PM Feb 11^st from Tweetie
@rlavigne42 Yes they are. And for the ultimate benefit of the business itself. (via @AnaDataGirl) < Trust is the key to success=social bonds
14:13 PM Feb 11^st from Tweetie
@kitson I think the key is to allow the advocates to rise up and be recognized. so maybe “promote” advocates is a better statement
14:14 PM Feb 11^st from Tweetie

My Thoughts Enclosed… by Robert Lavigne

A peek inside the mind of Robert Lavigne (@RLavigne42.com)

Tag Archives: @PeteModi

2010-05-11: The @RLavigne42 Tweet Round-Up (#E20, #SocialMedia)

2010-02-11: The @RLavigne42 Tweet Round-Up (#scrmsummit, #E20, #acweb3, #SocialMedia, #sCRM)

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