Rockstars of Social CRM

On Wednesday night, I attended “The Rockstars of Social CRM” at the Renaissance Waterfront Hotel in Boston. The event hosted by  Chris Brogan and Radian6 had great attendence and an engaging panel of:

• Chris Brogan, President, New Marketing Labs and author of ChrisBrogan.com
• Marcel Lebrun, CEO, Radian6
• Frank Eliason, Director of Digital Care, Comcast
• Paul Greenberg, Author of CRM at the Speed of Light, President of The 56 Group, LLC
• Brent Leary, Co-author of Barack 2.0 and Co-founder of CRM Essentials
• Michael Thomas, National President, CRM Association

The panel discussed how social media is changing CRM. Some important take aways from the event and panel discussion are:

• Engage your audience — know your target audience, let them express themselves
• Our job is to figure out how to turn customers into advocates and part of that is the company listening to the customers
• Another way to benefit from social media and social CRM is that the customers start helping each other out. It will saves the company money  (from @bostonmarketer)
• There were some illuminating examples provided by @comcastcares about how Comcast has used Twitter to save money in their rapid response to problems (i.e. Penguins game that wasn’t being broadcast because of a lighting strike.

Overall, this was a terrific event and my first “social media” event. It was a good chance to meet those who you usually read/tweet with. I saw @justinlevy @DougH @vanhoosear @Bobbiec and the host @chrisbrogan.  The best advice came from @comcastcares who told me to “be yourself… that’s all I ever did.”

I also was very impressed with Radian6 ‘s technology. They had a very good setup and were able to display their product and features for all to see.

This event left a positive impression with me and I look forward to attending more events such as and learning more.

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Technorati Tags: Boston, CRM, Events, Social Media, Twitter