2010-02-10: The @RLavigne42 Tweet Round-Up (#scrmsummit,#sCRM)

157 Enclosed @RLavigne42 Tweets aggregating:

  • Social CRM Summit, #scrmsummit
  • Enterprise 2.0, #E20,
  • Social Media, #SocialMedia,
  • social CRM, #sCRM,
  • Personal Branding, #Branding

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My Thoughts Enclosed…Rb

  1. Know your fans: 15% of KarmaLoop $ is generated by street team (1% of community). #scrmsummit (via @jchernov)
    14:28 PM Feb 10th from Twitterrific
  2. oldest form of comms (person-to-person) still at the top of influence #scrmsummit (via @Kevin_Paschuck)
    14:28 PM Feb 10th from Twitterrific
  3. but handoff and lead followup is difficult when marketing isn’t incented and sales don’t “get it” #scrmsummit (via @CRMOutsiders)
    14:29 PM Feb 10th from Twitterrific
  4. RT @drnatalie: @bsdalton: Give cust the tools and let them personalize the experience (customer managed relationships) (via @klrichardson)
    14:30 PM Feb 10th from Twitterrific
  5. Social Media/Networks stems from person to person word of mouth – “being human at a distance” via @chrisbrogan (via @CRMStrategies)
    14:30 PM Feb 10th from Twitterrific
  6. Cluetrain is like the Clash’s “London Calling.” A little over-the-top and self-righteous, but generally dead-on. #scrmsummit (via @theMetz)
    14:30 PM Feb 10th from Twitterrific
  7. a live #scrmsummit blog by @jesus_hoyos http://bit.ly/9fUCyC (via @prem_k)
    14:31 PM Feb 10th from Twitterrific
  8. RT @Kevin_Paschuck: @pgreebe #CRM Service is passing #CRM sales as the #1 driver to sales#scrmsummit #scrm #CX (via @Chaundera)
    14:32 PM Feb 10th from Twitterrific
  9. Users know more about the product than the company – always will #scrmsummit @pgreenbeThat is ok, do not fight it (via @mjayliebs)
    14:32 PM Feb 10th from Twitterrific
  10. RT @jesus_hoyos: What the Hashtag? #scrmsummit http://ow.ly/15x2U | today I am leading, but in GR8 company. honored! (via @drnatalie)
    14:33 PM Feb 10th from Twitterrific
  11. @pgreenbe on The New Marketing Model: the new paradigm of how to build your brand is built on trust NOT the message. (via @dmyron)
    14:33 PM Feb 10th from Twitterrific
  12. The combination of traditional & social is what makes the difference in marketing. #scrmsummit (via @jchernov)
    14:34 PM Feb 10th from Twitterrific
  13. Product Centric and Company Centric Marketing Logic is broken. Unidirectional messaging is out. #scrmsummit (via @CRMStrategies)
    14:34 PM Feb 10th from Twitterrific
  14. (@pgreenbe) Even some co’s w unique experience, still pushing product. Co culture still product centric #scrmsummit (via @bsdalton)
    14:34 PM Feb 10th from Twitterrific
  15. broken marketing logic: marketing presumes to know the customer #scrmsummit (via @mfauscette)
    14:35 PM Feb 10th from Twitterrific
  16. Gaining customer trust arises from linking marketing messages to genuine action << authenticity #scrmsummit (via @mkrigsman)
    14:35 PM Feb 10th from Twitterrific
  17. @pgreenbe on The New Marketing Model: Many co’s. don’t talk to customers. Customer advisory board should be first, NOT last. (via @dmyron)
    14:35 PM Feb 10th from Twitterrific
  18. @glfceo @drnatalie I think new social biz culture needs coaching as a leadership style – change frm industrial model (via @mfauscette)
    14:36 PM Feb 10th from Twitterrific
  19. @mfauscette Not knowing customers make Marketing re-create value-prop instead of highlighting it. #scrmsummit (via @chirag_mehta)
    14:36 PM Feb 10th from Twitterrific
  20. broken marketing logic: placing primacy of firm over customer value #scrmsummit (via @mfauscette)
    14:36 PM Feb 10th from Twitterrific
  21. RT @mfauscette: @glfceo @drnatalie Leaders motivate people; managers do tasks. Most leaders are Managers #scrmsummit #SCRM (via @drnatalie)
    14:37 PM Feb 10th from Twitterrific
  22. @pgreenbe on The New Marketing Model: Skype w/in 6mos had 250m downloads thru WOM. Then listened to custs, implemented ideas. (via @dmyron)
    14:37 PM Feb 10th from Twitterrific
  23. new marketing logic: customer centric – engagement – offerings that create experience – “value in use” #scrmsummit (via @mfauscette)
    14:37 PM Feb 10th from Twitterrific
  24. New Customer Centric Marketing Logic: “Value & Values are given. Value & Values are Received” #skype as a reference (via @CRMStrategies)
    14:37 PM Feb 10th from Twitterrific
  25. @pgreenbe on The New Marketing Model: Skype always listened to custs until eBay took over. Now has 521 million customers! (via @dmyron)
    14:38 PM Feb 10th from Twitterrific
  26. CRM:mutual exchange of value(s) between customers and vendors as co-collaborators << *values* is the interesting part (via @mkrigsman)
    14:38 PM Feb 10th from Twitterrific
  27. RT @Ed_Sullivan: RT @jchernov: The @pgreenbe mantra: “Social CRM extends – doesn’t replace – traditional CRM.” #scrmsummit (via @dan_larkin)
    14:39 PM Feb 10th from Twitterrific
  28. @drnatalie @glfceo agreed – most managers aren’t leaders and most can’t share control #scrmsummit (via @mfauscette)
    14:39 PM Feb 10th from Twitterrific
  29. @pgreenbe: we tell stories instead of just rattling off stats because we’re human. #scrmsummit (via @BrentLeary)
    14:39 PM Feb 10th from Twitterrific
  30. RT @mfauscette: marketing presumes to know the customer #scrmsummit < and when u ask and don’t act on it, even worse (via @bsdalton)
    14:40 PM Feb 10th from Twitterrific
  31. @pgreenbe at #scrmsummit on The New Marketing Model: people love to complain. (via @dmyron)
    14:40 PM Feb 10th from Twitterrific
  32. new marketing logic: tell a story – create mutual value & alignment #scrmsummit (via @mfauscette)
    14:40 PM Feb 10th from Twitterrific
  33. @HCulbertson @drnatalie @mfauscette @glfceo leaders motivate ppl to take risks; managers try to contain risks #scrmsummit (via @prem_k)
    14:40 PM Feb 10th from Twitterrific
  34. new marketing logic: align biz partners & sales teams with customers view of value #scrmsummit (via @mfauscette)
    14:41 PM Feb 10th from Twitterrific
  35. @pgreenbe: great story from @scotjayhawk from David’s Bridal: built into budget “random acts of kindness”. #scrmsummit (via @BrentLeary)
    14:41 PM Feb 10th from Twitterrific
  36. @pgreenbe on The New Marketing Model: Do things that raise the morale of your company. People will voluntarily spread word. (via @dmyron)
    14:41 PM Feb 10th from Twitterrific
  37. David’s Bridal has “random acts of kindness” built into marketing budget. And #PR is not allowed to participate. Genius. (via @jchernov)
    14:42 PM Feb 10th from Twitterrific
  38. Not to downplay how awesome random acts of kindness are – but they work great for some brands, not all #scrmsummit (via @theMetz)
    14:42 PM Feb 10th from Twitterrific
  39. @pgreenbe at #scrmsummit on The New Marketing Model: co’s are spending more on mobile marketing and social media (via @dmyron)
    14:42 PM Feb 10th from Twitterrific
  40. @pgreenbe at #scrmsummit on The New Marketing Model: Message should be “we are a company that is like you” (via @dmyron)
    14:43 PM Feb 10th from Twitterrific
  41. authenticity and trust are what matters #scrmsummit (via @mfauscette)
    14:43 PM Feb 10th from Twitterrific
  42. @bsdalton @drnatalie co need to learn not just 2 listen but act-understand moods/emotions http://bit.ly/8ZtUa1 #scrmsummit (via @glfceo)
    14:43 PM Feb 10th from Twitterrific
  43. Man, there’s so much brainpower at #scrmsummit I’m glad there’s no open discussion; wld cause brainmelt (via @theMetz)
    14:44 PM Feb 10th from Twitterrific
  44. RT @mfauscette: mrkting presumes to know customer #scrmsummit -> almost as bad as developers who presume to know user! (via @SW_Support)
    14:44 PM Feb 10th from Twitterrific
  45. RT @CRMStrategies: DMs through social networks get much faster response than email – expectation of response speed has changed #scrmsummit
    14:44 PM Feb 10th from Twitterrific
  46. rt @robinteractive Bookmarked: Social CRM Summit backchannel transcript for later skimming http://ow.ly/15wIH (via @prem_k)
    14:46 PM Feb 10th from Twitterrific
  47. @pgreenbe Tourism Queensland 120k vids uploaded in competition for best video- small marketing budget, but huge success. (via @dmyron)
    14:46 PM Feb 10th from Twitterrific
  48. Represent, resemble, reflect, and require. =P RT @mfauscette: @kitson “Rogues”? I represent that remark 🙂 #SCRMsummit #scrm (via @kitson)
    14:46 PM Feb 10th from Twitterrific
  49. @pgreenbe on The New Marketing Model: Queensland spent $100k for best video garners more WOM than a marketer at $100k. (via @dmyron)
    14:47 PM Feb 10th from Twitterrific
  50. over 1000 tweets in just over 3 hours #scrmsummit (via @mfauscette)
    14:47 PM Feb 10th from Twitterrific
  51. #scrmsummit there is no longer a sales cycle, there is a “buy cycle” – interested to learn more. (via @mjayliebs)
    14:47 PM Feb 10th from Twitterrific
  52. avg CMO has a 22 months lifespan at any org. because they cant measure. – Jeff #scrmsummit (via @prem_k)
    14:48 PM Feb 10th from Twitterrific
  53. @jpedowitz talking about demand generation #scrmsummit (via @CRMStrategies)
    14:48 PM Feb 10th from Twitterrific
  54. @Jeff Pedowitz on What is Demand Gen?: marketing is used to measuring inquiries & effectiveness, but means nothig to CFO. (via @dmyron)
    14:49 PM Feb 10th from Twitterrific
  55. Google Buzz announced today, integrating social features in gmail http://bit.ly/9SBMHP #gbuzz #scrmsummit (via @mfauscette)
    14:49 PM Feb 10th from Twitterrific
  56. Good point – how can anyone be a #SCRM expert when the market is so new … run the other way. #scrmsummit (via @Kevin_Paschuck)
    14:50 PM Feb 10th from Twitterrific
  57. Jeff Pedowitz at #scrmsummit: You can be an expert at experimenting with social CRM, not yet an expert on social crm. (via @dmyron)
    14:50 PM Feb 10th from Twitterrific
  58. RT @drnatalie The fact that sCRM is something that doesn’t fit neatly into a Gantt chart/org chart scares ppl #scrmsummit (@klrichardson)
    14:51 PM Feb 10th from Twitterrific
  59. RT @phsoffer: Over 1,000 tweets in 3 hours #scrmsummit! anyone listening? | I use tweetdeck 2 listen – listening w/ eyes (via @drnatalie)
    14:51 PM Feb 10th from Twitterrific
  60. EU has better mkting response rates due to stronger permission rules/respect #scrmsummit (via @CRMOutsiders)
    14:51 PM Feb 10th from Twitterrific
  61. @JPedowitz at #scrmsummit: good cnt mgt is segmenting based on the things we know. it’s about how we mng leads and customers. (via @dmyron)
    14:51 PM Feb 10th from Twitterrific
  62. @JPedowitz: to be good demand gen you have to be good at analytics, web conversion, db mgt, lead gen, testing and qual mgt... (via @dmyron)
    14:52 PM Feb 10th from Twitterrific
  63. @JPedowitz Impact of SM on demand gen: if I can understand your influence I can shift how i sell and marketing with you. (via @dmyron)
    14:52 PM Feb 10th from Twitterrific
  64. RT @CRMStrategies: The Social Customer: Customers expect as close to real time as possible #scrmsummit (via @ESourceSarah)
    14:52 PM Feb 10th from Twitterrific
  65. @JPedowitz at #scrmsummit: how to respond and monetize on social media? It’s about networking with right people. (via @dmyron)
    14:53 PM Feb 10th from Twitterrific
  66. @JPedowitz at #scrmsummit Expected outcoms from demand gen: improve return on marketing spend, cost of acquiring cust.… (via @dmyron)
    14:53 PM Feb 10th from Twitterrific
  67. @JPedowitz at #scrmsummit Start w/ a plan: marketing must figure what it needs, then help sales do what it needs. (via @dmyron)
    14:54 PM Feb 10th from Twitterrific
  68. Coincidence #scrmsummit and #googlebuzz are today! (via @spirospiliadis)
    14:54 PM Feb 10th from Twitterrific
  69. (@jpedowitz) 3 seconds…time u have to grab a customer’s attention once they hit ur website #scrmsummit (via @bsdalton)
    14:54 PM Feb 10th from Twitterrific
  70. our websites are designed for “us” not prospects or customers #fail @JPedowitz at #scrmsummit (via @mjayliebs)
    14:54 PM Feb 10th from Twitterrific
  71. @JPedowitz the Process Journey: Have a plan, get good data, profile and segment, email, web conversion, systems integration (via @dmyron)
    14:55 PM Feb 10th from Twitterrific
  72. @JPedowitz at #scrmsummit the Process Journey: Level 1: Plan, data, profile and segment, email (via @dmyron)
    14:55 PM Feb 10th from Twitterrific
  73. @JPedowitz at #scrmsummit the Process Journey: Level 3: Lead nurturing, SEO/Social Media, Event Marketing, Multichannel (via @dmyron)
    14:55 PM Feb 10th from Twitterrific
  74. @JPedowitz at #scrmsummit the Process Journey: Level 2: we conversion, systems integration, lead scoring, drive more traffic (via @dmyron)
    14:55 PM Feb 10th from Twitterrific
  75. RT @rwang0: @pgreeenbe Social CRM #scrmsummit You can’t do SCRM w/o good #dataintegration and #MDM #infa | +1,000,000 (via @ekolsky)
    14:56 PM Feb 10th from Twitterrific
  76. Marketing maturity model – systematic approach to marketing based on technical capability maturity model << nice roadmap ( @mkrigsman)
    14:56 PM Feb 10th from Twitterrific
  77. @JPedowitz at #scrmsummit : 60% of audience decide what they want to measure before campaign begins (impressive crowd!) (via @dmyron)
    14:56 PM Feb 10th from Twitterrific
  78. @jpedowitz using real time polling in his session to measure marketing effectiveness of participants. #scrmsummit (via @CRMStrategies)
    14:56 PM Feb 10th from Twitterrific
  79. RT @prem_k: The Process Model by Jeff Pedowitz at the #scrmsummit http://twitpic.com/129fyw (via @mfauscette)
    14:57 PM Feb 10th from Twitterrific
  80. Biggest challenge determining ROI on marketing is determining causality in model. Impossible 2 control 4 all factors. (via @drdigipol)
    14:58 PM Feb 10th from Twitterrific
  81. @JPedowitz Leads are socred on explicit prospect profile criteria and implicit buying behaviors: 60% of audience agree. (via @dmyron)
    14:58 PM Feb 10th from Twitterrific
  82. Great takeaway The power of mktg is both social and traditional. Don’t lose site of that even though social is HOT!! (via @MelissaSPerez)
    14:58 PM Feb 10th from Twitterrific
  83. @JPedowitz at #scrmsummit: 65% are getting leads to the right people in real-time. (via @dmyron)
    14:59 PM Feb 10th from Twitterrific
  84. http://twitpic.com/129j6rThe Process Journey for Marketing diagram (from the notes) #scrmsummit (via @prem_k)
    14:59 PM Feb 10th from Twitterrific
  85. @jpedowitz lead nurturing via drip campaigns reduced #marketing cost of reacquisition #scrmsummit (via @bsdalton)
    14:59 PM Feb 10th from Twitterrific
  86. 33% chance of getting a lead on the phone within 2 hours. 5% chance within a day. After that- forget it. per @jpedowitz (via @CRMStrategies)
    15:00 PM Feb 10th from Twitterrific
  87. @JPedowitz: about 70% of #scrmsummit attendeees say auto-responder emails are sent when a prospect interacts w/ your website. (via @dmyron)
    15:00 PM Feb 10th from Twitterrific
  88. u have 2 hrs max 2 reach out 2 sum1 who visited your website w 33% success rate of getting them live – 5% after the 2 hrs (@Kevin_Paschuck)
    15:01 PM Feb 10th from Twitterrific
  89. @JPedowitz: about 6% of #scrmsummit attendees say individual web activity is tracked for know and unknown visitors (via @dmyron)
    15:01 PM Feb 10th from Twitterrific
  90. CORRECTION! @JPedowitz: about 60% of #scrmsummit attendees say individual web activity is tracked for know and unknown visitors (@dmyron)
    15:01 PM Feb 10th from Twitterrific
  91. Sales is often in the blind.. provide them with context on the Customer’s journey as to have intelligent conversation (via @wimrampen)
    15:01 PM Feb 10th from Twitterrific
  92. @JPedowitz: about 33% of attendees say: paid search campaign activity and ROI based on closed sales is automatically calculated (@dmyron)
    15:02 PM Feb 10th from Twitterrific
  93. #scrmsummit “Because we have always done it that way” is not an answer you should ever give (via @mjayliebs)
    15:02 PM Feb 10th from Twitterrific
  94. @JPedowitz: about 20% of attendees say: internal web queries are tracked and tied to indiv prospect and cust activity history. (via @dmyron)
    15:03 PM Feb 10th from Twitterrific
  95. @JPedowitz: about 32% of attendees say: unregistered/nonconverted web visitors are IDed by WHOIS data or reverse IP lookup. (via @dmyron)
    15:03 PM Feb 10th from Twitterrific
  96. Interesting idea from @jpedowitz at #scrmsummituse internal search queries to optimize sales process (via @phsoffer)
    15:04 PM Feb 10th from Twitterrific
  97. @JPedowitz: about 70% of attendees say: email mketing campaigns can be executied w/ individ tracked URLs to det conversion rates (@dmyron)
    15:04 PM Feb 10th from Twitterrific
  98. @JPedowitz: about 80% of attendees say: dynamic variables such as prospect name can be auto insterted into email mkting campaign (@dmyron)
    15:04 PM Feb 10th from Twitterrific
  99. @JPedowitz: about 46% of attendees say: dedupe of prospects and custs is autmated based on identifier like email–high %age. (via @dmyron)
    15:05 PM Feb 10th from Twitterrific
  100. @JPedowitz: about 55% of attendees say: web forms can be created by mkting dept to convert prospect into registered qual leads (via @dmyron)
    15:05 PM Feb 10th from Twitterrific
  101. @JPedowitz: about 16% of attendees say: perssonlized landing pages or PURLs can be created to provide more customizd interaction (@dmyron)
    15:05 PM Feb 10th from Twitterrific
  102. @wimrampen ratio of # of visitors versus those who respond to a call to action #scrmsummit (via @CRMStrategies)
    15:06 PM Feb 10th from Twitterrific
  103. So we are tracking individual e-mail conversion-rates #scrmsummit.. Q is: what are conversion-rates? Anyone care to share? (via @wimrampen)
    15:06 PM Feb 10th from Twitterrific
  104. @JPedowitz: about 30% of attendees say: data can be captured on web forms that have not been fully completed by website visitors (@dmyron)
    15:06 PM Feb 10th from Twitterrific
  105. %age of emails (or accts emailed) that turn into sales.RT @mjayliebs Email conversion rates? Anyone? /via @wimrampen #scrm (via @kitson)
    15:07 PM Feb 10th from Twitterrific
  106. @JPedowitz: about 46% of attendees say: forms can block invalid addresses (hotmail, yahoo, gmail, etc) to ensure qualified leads (@dmyron)
    15:07 PM Feb 10th from Twitterrific
  107. @JPedowitz: about 50% of attendees say: demand gen systems are biderectionally integrated with CRM to promote transparency (via @dmyron)
    15:07 PM Feb 10th from Twitterrific
  108. Conversion rates can go up if the original reason for web forms were not overpopulated with irrelevent information (via @spirospiliadis)
    15:08 PM Feb 10th from Twitterrific
  109. @JPedowitz: about 33% of attendees say: connectors are in place to integrate CRM, paid search and demand gen systems (via @dmyron)
    15:08 PM Feb 10th from Twitterrific
  110. @JPedowitz: about 58% of attendees say: lead source and prospect activities (web visits, downloads) are viewable in CRM (via @dmyron)
    15:08 PM Feb 10th from Twitterrific
  111. @grahamhill Great question. Marketing maturity model expressly designed to link capabilities and desired outcomes. #scrmsummit (@mkrigsman)
    15:08 PM Feb 10th from Twitterrific
  112. @JPedowitz: at #scrmsummit: Embracing the Buy Cycle for emails: Aware, Discover, Compare, Buy, not necessarily in that order. (via @dmyron)
    15:09 PM Feb 10th from Twitterrific
  113. @JPedowitz: To Do’s: Determine call to action: (i.e., benchmark assessment, free trial, cusom analysis, ROI calculator) (via @dmyron)
    15:09 PM Feb 10th from Twitterrific
  114. @JPedowitz: To Do’s: gather all content for your vertical, ( emails white papers, podcasts, analyst briefings, podcasts) (via @dmyron)
    15:09 PM Feb 10th from Twitterrific
  115. “Marketing should be compensated based on revenue generated” – @jpedowitz Good idea – will either create synergy or WW3 (via @CRMStrategies)
    15:11 PM Feb 10th from Twitterrific
  116. RT @rbacal: @drnatalie To believe we can all emulate Zappos success is idiotic. #scrm | does not mean not 2 try (via @mjayliebs)
    15:11 PM Feb 10th from Twitterrific
  117. develop a shared def of a lead: adjustment – visibility – distribution – social behavior – intent – explicit – campaign behavior @mfauscette
    15:13 PM Feb 10th from Twitterrific
  118. Audience: Which channel should we use to communicate w/ custs? Channel that enables custs to communicate with each other. (via @dmyron)
    15:13 PM Feb 10th from Twitterrific
  119. at #scrmsummit: Audience member: Re: Facebook, don’t use links to push people out of Facebooks. People don’t want to leave FB. (via @dmyron)
    15:14 PM Feb 10th from Twitterrific
  120. Audience member at #scrmsummit: If we continue to treat everyone’s privacy as non-existent, they will expect the same of us. (via @dmyron)
    15:16 PM Feb 10th from Twitterrific
  121. Could not make it? Want a reminder? PDF of the first day of #SCRMSummit Tweets (2.9MB) http://bit.ly/SCRMSummit01 (via @ekolsky)
    15:16 PM Feb 10th from Twitterrific
  122. RT @CRMStrategies: A great article by @grahamhill: A Manifesto for Social Business http://ow.ly/15u5b (via @epicomcorp)
    15:17 PM Feb 10th from Twitterrific
  123. Peers, Influencers and Trust in the Social CRM Economy http://tinyurl.com/ybfmf9g #scrm #scrmsummit (via @CRMOutsiders)
    15:20 PM Feb 10th from Twitterrific
  124. social CRM: it’s time to stop debating the definition of SCRM and start figuring out how to DO SCRM #scrmsummit (via @mfauscette)
    15:21 PM Feb 10th from Twitterrific
  125. For those who like the best starting point for understanding #scrm (re-)read @Pgreenbe Stake-post http://bit.ly/M6vU8 (via @wimrampen)
    15:22 PM Feb 10th from Twitterrific
  126. social customer service: the social customer is demanding rich, engaging customer experience #scrmsummit (via @mfauscette)
    15:22 PM Feb 10th from Twitterrific
  127. A Social CRM Strategy should be flexible enough to incorporate changing technology #scrmsummit (via @MarkTamis)
    15:22 PM Feb 10th from Twitterrific
  128. @pgreenbe: the experience dominates, not efficiency. #scrmsummit (via @BrentLeary)
    17:48 PM Feb 10th from Twitterrific
  129. It’s not “listen & learn” … it’s “listen, learn & ACT” #scrmsummit (via @jchernov)
    17:49 PM Feb 10th from Twitterrific
  130. Voice of the (Social) Customer: Translate listening and learning into action. Respond in real time #scrmsummit (via @CRMStrategies)
    17:49 PM Feb 10th from Twitterrific
  131. Key social CRM tenet: experience and dialog exchange matters, rather than mere data broadcast #scrmsummit (via @mkrigsman)
    17:49 PM Feb 10th from Twitterrific
  132. social cust svc: value in collab – value in anticipation – measure the experience #scrmsummit (via @mfauscette)
    17:49 PM Feb 10th from Twitterrific
  133. customer service agent and sales agent have 2 be on the same page wrt serving the customer #SCRMSummit #SCRM #customerservice (@drnatalie)
    17:50 PM Feb 10th from Twitterrific
  134. A $13/hr employee make customer engaging decisions. Has your co empowered #customerservice agents 2 make the rt decision? (via @drnatalie)
    17:50 PM Feb 10th from Twitterrific
  135. @pgreenbe at #scrmsummit: Co’s must know transactions, behaviors, demographics, PLUS emotions & attitudes & influencers. (via @dmyron)
    17:50 PM Feb 10th from Twitterrific
  136. how 2 get your #customerservice issue resolved. try call center. Then call HQ – ask 4 trouble shooting team. #SCRMSummit (via @drnatalie)
    17:51 PM Feb 10th from Twitterrific
  137. Every big co. has a troubleshooting team that reports to the President of the co. – they don’t ‘advertise’ it per se. @pgreenbe (@sapcrm)
    17:51 PM Feb 10th from Twitterrific
  138. Many companies conflate customer service with public relations. PR can’t fix poor service. #scrmsummit (via @mkrigsman)
    17:52 PM Feb 10th from Twitterrific
  139. @pgreenbe : most companies really believe they have good customer service support. #scrmsummit (via @BrentLeary)
    17:52 PM Feb 10th from Twitterrific
  140. Why does it always take a ‘tragedy’ for companies to take notice of their customers (@mjayliebs#scrmsummit (via @MarkTamis)
    17:52 PM Feb 10th from Twitterrific
  141. The Challenge: Institutionalize a culture of customer empowerment, real time response, customer engagement #scrmsummit (via @CRMStrategies)
    17:53 PM Feb 10th from Twitterrific
  142. #scrmsummit @pgreenbe continues to build endlessly strong bus case demonstrating power of online, social customers. (via @mkrigsman)
    17:53 PM Feb 10th from Twitterrific
  143. “It’s easier to turn hate into love than it is to turn indifference into anything.” -@pgreenbe #scrmsummit (via @jchernov)
    17:54 PM Feb 10th from Twitterrific
  144. social cust svc: knowing how the cust is thinking & feeling is paramount: how?: communities, networks, all channels (via @mfauscette)
    17:54 PM Feb 10th from Twitterrific
  145. Acc. to DMG Consulting, 77% dealing w enterprise still prefer the phone #scrmsummit (via @CRMStrategies)
    17:54 PM Feb 10th from Twitterrific
  146. real prob:69% of survey resp actively complained 1 – 5 times: 60% expected prob to be fixed: 27% actually fixed: 34% no action (@mfauscette)
    17:55 PM Feb 10th from Twitterrific
  147. @pgreenbe says 40% of customers call companies with no expectation of resolution. They just want to vent. #scrmsummit (via @phsoffer)
    17:55 PM Feb 10th from Twitterrific
  148. From @wimrampen~20% of ppl generate ~80% of calls to the cust srvc as per his research for various cos! Pareto’s law (via @prem_k)
    17:55 PM Feb 10th from Twitterrific
  149. customers are aggressively conversing – either to you or about you #scrmsummit (via @mfauscette)
    17:56 PM Feb 10th from Twitterrific
  150. seriously crazy- self-service was supposed 2 reduce call vol, but didn’t customer STILL prefer calling #SCRMSummit #SCRM (via @drnatalie)
    17:56 PM Feb 10th from Twitterrific
  151. But those that do call, R NOT satisfied with #customerservice – defn of insanity, doing it same way, expecting different (via @drnatalie)
    17:57 PM Feb 10th from Twitterrific
  152. “Customer Service is a component of customer experience…save customer service for those truly unusual situations” – Bezos @CRMStrategies
    17:57 PM Feb 10th from Twitterrific
  153. why R customers unhappy? route 2 wrong agent 57%, knowledge management bad 62% #SCRMSummit #SCRM #customerservice (via @drnatalie)
    17:57 PM Feb 10th from Twitterrific
  154. routing 2 wrong agent – 57%; avg 2 worse KM – 62%; poor cust data access – 60% as per Forrester research #scrmsummit (via @prem_k)
    17:58 PM Feb 10th from Twitterrific
  155. According to @wimrampen research: 80% of calls into #customerservice comes in from 10-15% of the customers #scrmsummit (via @CRMStrategies)
    17:58 PM Feb 10th from Twitterrific
  156. Skype self-service support resources: “horrific” – common problem leading to skyrocketing contact center costs #scrmsummit (via @mkrigsman)
    17:59 PM Feb 10th from Twitterrific
  157. keep ordinary ordinary – effective results, not just process – solution+experience=success – results not just cost savings (via @mfauscette)
    17:59 PM Feb 10th from Twitterrific
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