2011 First Half Review: @CRMStrategies 9 Most Popular Tweets

February 12, 2010 by brianvellmure One of the worst snowstorms in the history of our Nation’s capital, the most flight cancellations since 9/11 (almost 6,000), and the closure and inaccessibility of a pre-booked venue were the circumstances surrounding BPT Partner’s Social CRM Certification Training, better known to the Twittersphere as #scrmsummit.

This event has already occurred. Please review the following post-event resources: Please join us for a roundtable teleconference on Friday, April 1, 2011 at 10am PT/ 1pm ET as we address the recent acquisition of Radian6 by Salesforce.com.

Paul Hagen is a Principal Analyst at Forrester Research, where he serves customer experience professionals. 8:03 AM Monday April 18, 2011 by Paul Hagen | Comments () [This post is part of Creating a Customer-Centered Organization.] The customer’s voice has a new champion sitting at the highest levels of power in companies.

An artificial heart and its lightweight power drive. A better airline for Brazil. Chocolate from Madagascar and a soccer shirt made of plastic water bottles. A fashion leader escaping its pattern, a smelter, and that little coupon startup in Chicago that’s suddenly worth billions. All this from one simple word: innovation.

The latest news involving social-media pioneers isn’t good. Pepsi has fallen to third place behind Diet Coke in spite of its widely heralded switch from Super Bowl ads to a huge social charity program called Refresh Project. Burger King has grilled through a couple of CMOs and fired agency Crispin Porter & Bogusky after producing Facebook campaigns and viral videos that got lots of attention while the business witnessed six consecutive quarters of declining sales.

Recently, we surveyed our users to better understand the effect Yammer is having on organizations. 10,000 users participated in the survey, and the vast majority of respondents found that Yammer helps people collaborate more easily and better engage with their coworkers.

Paul Greenberg, an expert on CRM, took time out to keynote the Radian6 user conference, Social 2011 (where I get my turn to speak this afternoon). After writing 800 pages on Social CRM, Greenberg’s not yet sure if it’s for real, which is similar to my far less informed perception.

If my grandchildren ever ask me where I was when I realised the internet was over – they won’t, of course, because they’ll be too busy playing with the teleportation console – I’ll be able to be quite specific: I was in a Mexican restaurant opposite a cemetery in Austin, Texas, halfway through eating a taco.