In the true spirit of social collaboration I thought I should crowd source the content for this summary. Thanks to everyone who contributed to the conversation using the event hashtag #SBSS12.
The Social Business Strategy Summit was held in London on May 31st 2012. The event was organised by MyCustomer.com in association with BPT partners.
The event featured 25 of the most influential thought leaders and leading analysts from the world of social business. The line up included:-
- Paul Greenburg – Author of CRM at the speed of light, known by most to be “The Godfather of CRM”
- Sameer Patel – Global VP & GM of Enterprise Social and collaborative software at SAP
- Sandy Carter – VP of Social Business Evangelism and Sales at IBM
- Laurence Buchanan – Director of Digital Transformation and CRM at Ernest and Young
- Mark Tamis – Social CRM strategist at NET-7
- Esteban Kolsky – Founder of thinkJar
- Luis Suarez – Social Software Evangelist at IBM
For the benefit of anyone who couldn’t attend or for anyone who wants a recap I have compiled this article featuring what were in my opinion the key tweets and quotes from the day. It features a compilation of some of the things that were said on the day by the speakers and the opinions of those in the audience. I narrowed down the many hundred of tweets into just 60. Too much good stuff to get into a shorter list sorry!
Hopefully it should give you an idea of the summit and some of the ideas discussed.
I have also added some photos of the event onto my Facebook page.
@sandy_carter describing study: If You Don’t Have a Social CEO, You’re Going to be Less Competitive #sbss12 forbes.com/sites/markfide…
— Laurence Buchanan (@buchanla) May 31, 2012
@sandy_carter says 15% of the community drive the mindset of the rest #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@sandy_carter says 82% of people will trust a leader if they are active on social #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
#sbss12 @sandy_carter how do you get employees and clients engaged in what you do. Moving someone from being spectator to participant
— Paul Greenberg (@pgreenbe) May 31, 2012
Ceos will be selected according to social footprint in 5yrs #sbss12
— MarthadM (@MarthadM) May 31, 2012
IBM more leads come via games than any other channel. 82% of CEOs play online games #sbss12
— karen manley (@karenmanley) May 31, 2012
@sandy_carter says 82% of people who play @IBM game are c level execs #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@sandy_carter says gamification is defining what behaviour you want and what do you want to do to reward them for doing it#sbss12
— Chris Heffer (@theotherhef) May 31, 2012
IBM ask their online community to vote on their new products, making them feel part of the process @sandy_carter #sbss12
— SocBizStrategySummit (@socbizstrategy) May 31, 2012
@sandy_carter says have a client blog where they can say what they want products to do, then let them vote on which ideas get used #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@sandy_carter says IBM increase r and d time time market speed by 20% with social#sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@sandy_carter says its too risky not to be involved in social #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
My visual of a CEO “opting out” of social is a 6yo with fingers in his ears and eyes closed real tight, humming #sbss12
— Mitch Lieberman (@mjayliebs) May 31, 2012
@sandy_carter says use social analytics to predict what might happen #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@sandy_carter says do not under estimate the power of culture and leadership #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@sandy_carter says embed social into process or you will fail #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
Value of social business: 20% increase in customer satisfaction by offering customer service via social #SBSS12
— Intuit UK (@IntuitUK) May 31, 2012
#SBSS12 Quote from Paul Greenberg – “Social is not a business revolution, it is a communication revolution!” Do not under-sell it.
— Simon Quinton (@simon_quinton) May 31, 2012
@pgreenbe social customers will take the discounts and run – all they really want is to feel loved by you #sbss12
— Mark Walton-Hayfield (@MarkW_H) May 31, 2012
Younger CRM practitioners literally don’t know social channels weren’t part of traditional CRM already #scrm #sbss12
— Emanuele Quintarelli (@absolutesubzero) May 31, 2012
Self interest is not selfish. It’s human nature, it’s about value to the individual. What’s in it for me? @pgreenbe #sbss12 agree
— Jamie Anderson (@collsdad) May 31, 2012
88% CEOs want to get closer to customers. 78% of all customers want to co-create products with companies #sCRM @pgreenbe #sbss12
— Agah (@byAgah) May 31, 2012
@SameerPatel says even if you don’t use social media people are still talking about you #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@SameerPatel says if 5% of your customers use social the other 95% will find out what they say through google #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
“The country is run by spreadsheets”. #myfavouritequoteoftheday #sbss12 #socbiz
— Del Green (@digi_DEL) May 31, 2012
@briankling says It’s all about business objectives, social is just one of the tools #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
Never seen so many iPads in one room. I feel so old with my pen and notebook. #sbss12
— rosschestney (@rosschestney) May 31, 2012
“social is happening out of synch with many core business processes” @SameerPatel very true #SBSS12
— Jamie Anderson (@collsdad) May 31, 2012
There are no telephone managers, social just another channel #rip social media managers. #sbss12
— karen manley (@karenmanley) May 31, 2012
@SameerPatel says sales people typical touch CRM twice once to get a forecast and once to close the deal #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
The point around social business is how to enable how work really gets done rather than how it is recorded in systems #sbss12
— Mike Grafham (@mgrafham) May 31, 2012
@sameerpatel: We want software to mimic how you work. We want salespeople to stay in the CRM software all day but they don’t today. #sbss12
— Hoi Lam (@hcl21) May 31, 2012
@pgreenbe says provide a customer the right information to make an intelligent decision#sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@pgreenbe is praising #sap listening to customers and co-create products with customers. #sbss12
— Hoi Lam (@hcl21) May 31, 2012
@mgrafham says Social should be a way of doing business #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@meganmurray Think about why your CEO will sign the cheque to fund social software #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@buchanla says #Marketing is not usually the best place to have responsibility for #social #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
“In future CMO will have as much tech budget as CIO” – @leebryant #sbss12
— Jamie Kenny (@JAKenny) May 31, 2012
@ekolsky says if you want best practise for #social come back in 2-3 years #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
When Gen Y get an iPad at work, they just use it. When Gen X get one, they buy a keyboard. #sbss12
— Hoi Lam (@hcl21) May 31, 2012
Start will business goal and tie it to a measure @meganmurray #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
#sbss12 @buchanla – asking if you need a social strategy is like asking if u need a telephone strategy, u need a CUSTOMER strategy
— Jamie Anderson (@collsdad) May 31, 2012
@buchanla says twitter #CustomerService fails when you rely on 121 communication. It doesn’t scale. #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
“the old days was like two weeks ago” – @ekolsky #sbss12
— Jamie Kenny (@JAKenny) May 31, 2012
If you want your audience’s opinion on a product or service, engage them during the process-not after, says @benjamin_kay #sbss12
— SocBizStrategySummit (@socbizstrategy) May 31, 2012
@ekolsky says social media use is like joining the mafia, once you join there is no going back #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
Cross channel is very different from Multi channel – one maintains context, the other does not #sbss12
— Mitch Lieberman (@mjayliebs) May 31, 2012
@ekolsky says focus on effectiveness and not efficiency #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
Communities are the future of customer service says @ekolsky – your customers need to work with your customers (each other) #sbss12
— Prelini Chiechi (@prelini) May 31, 2012
@ekolsky says limits on scalability of twitter customer service 100 per hour and 1000 per day #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@ekolsky don’t segment customers based on spend, look for trends in the customer behaviours and deal with people in those groups #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
If you wants be a successful evangelist help others be sucessful and they will be the carriers of your message @elsua #sbss12
— Chris Heffer (@theotherhef) May 31, 2012
@elsua Treat employee as people. Happier employees mean happier customers. #sbss12
— Hoi Lam (@hcl21) May 31, 2012
@elsua When I stopped using email, people thought I was mad. Now more people are joining in. 10% of people can change the tide. #sbss12
— Hoi Lam (@hcl21) May 31, 2012
Thanks to all the presenters at #sbss12 (even though I wasn’t there) and all the twitterers for an excellent virtual conference
— Graham Hill (@GrahamHill) May 31, 2012
Top 5 Tweeters at #sbss12 from @nextprinciples tool >Congrats @theotherhef @grahamhill @elsua @mjayliebs @karenmanley twitter.com/nextprinciples…
— NextPrinciples Inc (@nextprinciples) June 1, 2012
All TweetsCollection of Social Business Summit London 2012 #SBSS12 ow.ly/1N6nlGvia @edocr – nice find
— Jamie Anderson (@collsdad) June 1, 2012