I gladly take that challenge as I have been thinking a lot about that. I was trying to save that for after the Social Customer Experience post, to tie it all together… but I can see how altering the order will also work.

Look for it early into the next week.

Sounds like you had a great time.

Pity I couldn’t have been there to throw a bucket of cold water on what sounds like a Social CRM vendor love-in.

The thing I miss in your write-up is any sense of vision for what Social CRM could be. Instead, I see a pragmatic, incremental, insipid approach to eeking a few more cents out of the current sub-optimal, inside-out approach to CRM. Sure, you can turn Social CRM into an add-on to CRM and you can make a few more cents by pretending to listen to customers. But that is like adding high-octane fuel to your broken-down, old banger and expecting it to go like a Lambo.

Where is any sense of what Paul Greenberg wrote about in his post on Time to Put A Stake in The Ground on Social CRM or what I wrote about in my post on How Customer Co-Creation is the Future of Business. Where is the sense of engaging customers as real partners for innovation, marketing, sales and service? Where is the creating an experience that enables co-creation of value? Where is the building of an eco-system of value-adding partners? In short, where are the big brains with the big ideas?

You don’t win the 100m by walking to the finish line. You win by sprinting. It’s time to get your running shoes on.

Graham Hill
@grahamhill

Thanks for the nice words and for coming by. As for your idea of aggregation, I would say that that “solution” has already been invented. It was called the CIH in 2003 when I first introduced it, and there are several companies that are already using it (although I am sworn to secrecy since it is a highly competitive tool — and a have a non-disclosure agreement).

thanks for the comments!

Interestingly enough I see Tweeter as a filter in reducing “noise”, which is much more effective than Google. I stopped using Google Reader completely since following people with similar interests, and reading the blog posts and other referrals from them. I also experienced much more robust customer service from T-Mobile and Seesmic using Twitter channel, then almost any other. However I do agree with Anthony Lay, that monitoring Twitter channel CS delivery cannot possibly be economical without appropriate tooling. I can see a start-up opportunity in development of Customer Service channels aggregation technology, that allows a single point collection, routing and solution delivery. Too bad I already have my hands full with Amplified Analytics .

thanks for the kudos!

Thanks a lot for the notes & the wrap up Esteban. Glad that you are connecting the virtual & the real world communities! And while am glad that the value of the #scrm accidental community is being appreciated, I would be more glad if we can get more of these people to join us personally!
.-= Prem Kumar Aparanji´s last blog ..All roads lead to Social CRM; But "Hanoz Dilli Dur Ast"? =-.