Everything I know, I learned from an ‘accidental community’?
OK, a slight embellishment, I did learn a few things in Kindergarten.
So, that is 2 for 2, call it a home run and and a double (Paul Greenberg will like that) for Brent Leary. He originally created the Social CRM hashtag, #scrm on Twitter, and he also gets credit for the “accidental community” description. Brent tweeted this, this morning in response to a question regarding what he gained from DestinationCRM (I think I have that right).
What is interesting here, is that it was really not an accident at all. The #scrm ‘community’ had all of the correct ingredients to make it a success. I bet some of my peer group could review history a bit (Prem), but the more interesting topic here are what can we learn from the evolution and pass on to the Social CRM community – outside of this small peer group.
In the beginning, we had/have a few champions (Brent and Prem Kumar, followed by John Moore and Josh Weinberger), some true thought leaders in the space (Paul, Brent, Graham Hill) – Some additional thought leaders joining later – Like Natalie Petouff Jesus Hoyas, Esteban Kolsky, Brian Vellmure and Wim Rampen. I am sure the community will grow, it already has!
What is really interesting is that all the roles I described above, switch on a weekly basis (or so). If people do not have time to blog, or write, there is absolutely no issues with people playing the championing role and pointing out the great content of others. This is Social CRM in action – the product is knowledge and payment is time. Members reach out beyond this smaller group and learn from others, sharing links, information and knowledge.
Equality, Trust and Value – sounds like a great community to me.
Michael Krigsman made a great statement this morning “Folks have yet to realize that Social #CRM is not a “tool.” It’s a focus point for a constellation of actions.” I am sure that we all have some thoughts on what those activities are, or should be, no? My hope is that the future conversations will focus on the actions, and proper execution of those actions.
Brent, there is plenty of time in game, looking for a single (that should be easy for you) but as I am sure Paul would say, the tripe is probably more impressive than a home run, so the bar is set! It was great to meet many of you at DestinationCRM – turning the accidental community into a real-live face-to-face meeting of peers. For those not in attendance, I am sure we will meet soon, talk on the phone or have a video chat (highly recommended)
++++++++++++++Updated March 30, 2010 to add some important members of the community ++++++++++++++
Friends Mark Tamis and Mike Boysen have added a tremendous amount to the conversation, and their earlier omission is nothing more than me going back and adding people. I have learned a lot from both Mark and Mike. Further, Kathy Herrman and Michael Fauscette have pushed the thinking forward as well!
My lists above were done in haste, if I missed anyone (lots and lots of people could be added I am sure), no intent meant. look forward to the future conversations on the execution steps we all learn and are willing to share.
- There is a Big Difference Between Can’t and Won’t
- Stop Thinking in Two Dimensions
- No Beginning, No Middle and No End
- Rethinking the Customer Journey
- The Simplest Thing I Ever Had to Write
- Context Integration, the Future of System to System Interactions
- The Evolution of Customer Community
- The Fine Line Between Personalization and Creepy
- Experience Innovation
- Maybe We are Using the Wrong Words to Describe Collaboration
- @PaulSweeney from another channel, you suggest person to person SMS (friends) is declining? Really? Wonder if that is regional 2 hours ago
- RT @PaulSweeney: Less than 10% say their contact centre can meet their future digital infrastructure needs, according to @DimensionData cc… 3 hours ago
- RT @PaulSweeney: Voice interaction volumes down a further 12% in 2016 according to @DimensionData cc @mjayliebs 3 hours ago
- Channel preferences by customers for #custserv are also dependent upon personal digital maturity (aka generational label) #cio #cxo 2/2 11 hours ago
- Channel preferences by customers for #custserv are different by region, industry and issue complexity, makes planning a trick #cio #cxo 1/2 11 hours ago
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