It is fun having a few days of vacation. I’ve finally had a chance to go through the archive that one of our media specialists put together of links where my name is mentioned on the internet / twitter / facebook / et al. Except for once a year I don’t read what non-clients have to say about me. I listen to everything that my clients and peers have to say – but they tell me personally. We discuss, argue, explore, and learn from one another.
What have I noticed? Analysts who write about Social CRM, whether at Gartner or not, are unfailingly nice people, with a rare exception. Yes, there was one edge case where I was labelled a “Bozo.” For those of you non-Americans, this is a clown character syndicated in the late 1940s who brought happiness to millions of post-war and Cold War kids. I can live with that, though I’m suspicious it was not intended as a kindness. Maybe the slam will help them grow their business – at least some good would come of it! All good.
But take a look at the great Social CRM analysts out there – start outside of Gartner with Paul Greenberg. I am sure, not kinda / sorta sure, but sure in the sense of “I’d share a kidney with this human” sure, that this is one of the nicest, purest people you will ever meet. I can name a half dozen other analysts, many of whom I either work with now, or have worked with in the past (like Esteban Kolsky) who are also supportive or their peers. And enormously helpful to the advance of Social CRM concepts.
So, there is no profound message here today, unless there is solace and something wonderful in a community of researchers and analysts who are focused in helping businesses, governments, and educators improve how they interact with their customers, and how they help these same organizations transition to the reality that the control of the conversation about themselves is slowly but surely shifting outside of the virtual four walls of the enterprise.
Ah: Carl Sagan thought Bozo was dim, too! It’s ok.
Keep it up all. We are on a great jourey in collaboration and participation.