The hackers and engineers of Y Combinator are doing what hackers and engineers do to any industry, they’re efficiently and ruthlessly disrupting the traditional model of venture capital and are going to destroy far more more wealth for their contemporaries than they create for themselves, as broadband did to entertainment, Craigslist did to newspapers, and Amazon did to traditional retailers.

– WordPress founder Matt Mullenweg

Despite RIM’s repeated reassurances and apologies, ill-will toward the company is building, with public outcry mounting and growing calls for compensation from users all over the world.

And it couldn’t happen at a worse time — just two days before the launch of Apple’s iPhone 4S, which racked up pre-order sales of 1 million in its first day alone, and a week before BlackBerry Devcon, RIM’s big developer event.

A three-day outage like this would be a PR challenge for anyone, but for a company working hard to shore up its declining position in the smartphone market, it’s a daunting one indeed. These outages may well drive some BlackBerry users to consider alternative smartphones, as Jeff Fidacaro of Susquehanna observed in a note to clients this morning.

“Our view is that the longer this issue remains in the headlines and the longer users are without service, there is clearly an increasing risk of building negative goodwill and increasing the churn rate to other platforms such as iPhone and Android,” Fidacaro wrote.

As I write this, RIM shares are trading under $25. In February they were at about $70.50.

Below, a particularly apt skit from comic legend Ronnie Corbett …

Late Tuesday, RIM blamed disruptions that had plagued users in Europe, the Mideast, India, Latin America and Africa on a failed switch and backup. The company said the problem had been fixed, but that it could take some time to work through a “backlog” of data that the company’s network hadn’t been able to ship to users.

Read the rest of this post on the original site »

The breadth of this particular outage isn’t clear, though reports suggest it again extends to Europe, the Middle East and Africa. RIM hasn’t yet responded to a request for comment, but T-Mobile has confirmed the disruption and blamed it on a European outage on the BlackBerry network. “RIM has apologized for the interruption to services and said it’s working to restore normal operations,” the carrier said in a statement.

So another black eye for RIM, which continues to lose smartphone market share in North America and the rest of the world.

UPDATE: RIM has issued the following statement: “Some users in Europe, the Middle East and Africa, India, Brazil, Chile, and Argentina are experiencing messaging and browsing delays. We are working to restore normal service as quickly as possible. We apologize for any inconvenience this has caused.”

UPDATE, 2:45 pm: Research In Motion says it has found the problem: “The messaging and browsing delays being experienced by BlackBerry users in Europe, the Middle East, Africa, India, Brazil, Chile and Argentina were caused by a core switch failure within RIM’s infrastructure. Although the system is designed to failover to a back-up switch, the failover did not function as previously tested. As a result, a large backlog of data was generated and we are now working to clear that backlog and restore normal service as quickly as possible. We apologize for any inconvenience and we will continue to keep you informed.”

In an unusual appointment for the longtime public servant, former U.S. Treasury Secretary Larry Summers will join Silicon Valley venture powerhouse Andreessen Horowitz as a part-time “Special Advisor.”

Summers got to know the firm with an assist from Facebook COO Sheryl Sandberg, who was a student of his when he was a professor at Harvard University.

Summers was later president of Harvard, as well as director of the White House National Economic Council in the Obama administration until late last year.

“I am doing this because I feel technology in general and information technology in particular is now having a real pervasive macroeconomic impact in our time,” said Summers in a phone interview this afternoon from his home in Boston. “Long after people have lost their memory of the dramatic financial crisis in recent years, they will remember what technology has done to transform our economy in these same years.”

Summers said he increasingly wanted to become closer to this important trend and thought he could contribute to the innovation in Silicon Valley by helping its portfolio companies better understand the global economy.

He was introduced to Andreessen Horowitz at first by Sandberg, who was also Summers’ chief of staff while at the Treasury Department, and was attracted to its investment philosophy.

“They have distinctive elements of strategy that seemed to be a good fit, such as their emphasis on market disruption,” said Summers. “They also have an audacity of the vision and were really supporting transformation.”

Summers said he would serve as an advisor to Andreessen Horowitz companies, focusing on global opportunities they should take advantage of.

He will not become a VC, though. “My life to date has been as a professor and public servant, so I am not in a position to be a major investor,” said Summers.

That said, Marc Andreessen quickly noted in the interview that “if Larry brings in a company, we are going to take a serious look at it.”

While he was not a partner, Andreessen said Summers’ compensation would be linked to the long-term performance of the firm.

Summers will travel between Massachusetts and the West coast, but will also continue to work on outside projects.

What he will not be doing is giving any long-winded economic lessons to entrepreneurs in Silicon Valley.

“I am not sure there is the attention span for some of my lectures out there,” he joked.

Here is Andreessen’s blog post about the Summers appointment:

Meet Larry Summers, Our New Special Advisor

By Marc Andreessen

Today I’m delighted to announce that economist and former US Treasury Secretary Larry Summers is joining our team as a part-time Special Advisor.

A lot of people already know who Larry is, but here are the highlights of a remarkable career to date:

* Admitted to MIT at age 16, originally to study physics — clearly our kind of nerd.

* Became tenured professor of economics at Harvard at age 28, where he first started mentoring a young undergraduate named Sheryl Sandberg, who ultimately became his chief of staff at the US Treasury.

* Received John Bates Clark Medal for his research at age 38, one of the two most prestigious awards in the field of economics (the other is the Nobel).

* On the staff of President Reagan’s Council of Economic Advisors in 1982-1983. (For those of you too young to remember, Reagan was a noted Republican.)

* Undersecretary for International Affairs and then Deputy Treasury Secretary for President Clinton between 1993 and 1999. Intimately involved in resolving major macroeconomic crises in Mexico, Russia, and elsewhere. Became US Treasury Secretary in 1999.

* President of Harvard from 2001 to 2006.

* Until late 2010, served as President Obama’s director of the White House National Economic Council.

* And, most importantly, a pivotal character in the recent movie “The Social Network”.

Larry will be an advisor to our firm and our entrepreneurs on several topics:

First, as technology continues its relentless colonization of broad swaths of the global economy, Larry will help us understand the scope and nature of the opportunities in front of us and our industry.

Second, many of our companies are seeking to restructure and revolutionize various markets — such as telecommunications, advertising, entertainment, education, health care, and financial services — and Larry will help us and our entrepreneurs analyze and understand the economics and dynamics of those markets.

Third, Larry’s deep insight into global economics and geopolitics will be highly useful to our companies that intend to expand globally — which is to say, all of them.

According to the New York Times, “Years ago, Henry Kissinger suggested that Mr. Summers be given a White House post in which he was charged with shooting down or fixing bad ideas.” We can’t arrange that, but we are excited to have him on our team, both to do that and to contribute lots of new ideas to us and to our companies.

And Arik Hesseldahl (pictured here) makes it four.

New reporters and bloggers for All Things Digital, that is.

The well-known tech writer–based in New York–will be covering the enterprise arena, as well as chips, for us.

As most regular readers know, this site has been expanding its staff, adding even more top-notch editorial might to our already terrific work.

That includes Ina Fried on mobile, Liz Gannes on social and Tricia Duryee on e-commerce.

All are key areas of tech coverage for ATD, obviously. But, as we thought about it, it was clear that there was not nearly enough cutting-edge tech journalism going on in the enterprise space.

It’s an important topic, involving a range of companies, such as Cisco, Microsoft, Oracle, Hewlett-Packard, IBM and a spate of interesting start-ups. And, did you hear Google’s moving into enterprise?

While all the attention in the tech press is usually focused on the latest minor innovation from Facebook or some other Silicon Valley phenom, enterprise is also a hotbed of change and disruption, as businesses seek to understand and adapt to what digital technologies mean to them.

Thus, we turned to Arik, who has a long history covering a wide range of beats in tech.

He’s most recently been working for Bloomberg Businessweek, where for five years he covered it all: PCs, consumer electronics and semiconductors.

He was also the third person to write Businessweek.com’s popular “Byte of the Apple” column, and contributed to a companion blog of the same name.

Before joining Businessweek, Arik spent five years at Forbes.com, covering pretty much every aspect of tech, writing a daily column called “Ten O’Clock Tech,” a daily survey of a single new tech product that predated properties like Engadget and Gizmodo.

Before that, he cut his tech teeth learning all there was to know about the chip industry as a reporter for a now-defunct trade newspaper called Electronic News, which is notable for being the place where the phrase “Silicon Valley” was first used in print.

One Friday in March, 2000, in fact, he actually got to say “Stop the presses” to editors in San Jose, Calif., as the paper was being put to bed, with the dramatic news that AMD would the following Monday announce its first chip to run at the then-blistering speed of 1GHz.

The story was flashed to subscribers of a daily fax newsletter–quaint, no?–that night before tearing out that issue’s front page. Previously, chip speeds were measured in Megahertz.

Arik attended the University of Oregon, and is originally from that state. After a two-year stint reporting for a daily newspaper in Idaho, he moved to New York to attend graduate school at Columbia University.

He has been a New Yorker ever since. When not working, he can often be found catching a jazz show at the Village Vanguard.

And Arik Hesseldahl (pictured here) makes it four.

New reporters and bloggers for All Things Digital, that is.

The well-known tech writer–based in New York–will be covering the enterprise arena, as well as chips, for us.

As most regular readers know, this site has been expanding its staff, adding even more top-notch editorial might to our already terrific work.

That includes Ina Fried on mobile, Liz Gannes on social and Tricia Duryee on e-commerce.

All are key areas of tech coverage for ATD, obviously. But, as we thought about it, it was clear that there was not nearly enough cutting-edge tech journalism going on in the enterprise space.

It’s an important topic, involving a range of companies, such as Cisco, Microsoft, Oracle, Hewlett-Packard, IBM and a spate of interesting start-ups. And, did you hear Google’s moving into enterprise?

While all the attention in the tech press is usually focused on the latest minor innovation from Facebook or some other Silicon Valley phenom, enterprise is also a hotbed of change and disruption, as businesses seek to understand and adapt to what digital technologies mean to them.

Thus, we turned to Arik, who has a long history covering a wide range of beats in tech.

He’s most recently been working for Bloomberg Businessweek, where for five years he covered it all: PCs, consumer electronics and semiconductors.

He was also the third person to write Businessweek.com’s popular “Byte of the Apple” column, and contributed to a companion blog of the same name.

Before joining Businessweek, Arik spent five years at Forbes.com, covering pretty much every aspect of tech, writing a daily column called “Ten O’Clock Tech,” a daily survey of a single new tech product that predated properties like Engadget and Gizmodo.

Before that, he cut his tech teeth learning all there was to know about the chip industry as a reporter for a now-defunct trade newspaper called Electronic News, which is notable for being the place where the phrase “Silicon Valley” was first used in print.

One Friday in March, 2000, in fact, he actually got to say “Stop the presses” to editors in San Jose, Calif., as the paper was being put to bed, with the dramatic news that AMD would the following Monday announce its first chip to run at the then-blistering speed of 1GHz.

The story was flashed to subscribers of a daily fax newsletter–quaint, no?–that night before tearing out that issue’s front page. Previously, chip speeds were measured in Megahertz.

Arik attended the University of Oregon, and is originally from that state. After a two-year stint reporting for a daily newspaper in Idaho, he moved to New York to attend graduate school at Columbia University.

He has been a New Yorker ever since. When not working, he can often be found catching a jazz show at the Village Vanguard.

Industry analysts, at least in the case of the Altimeter Group, are ultimately becoming market catalysts.

With today’s news, this is of course, only fortified.

The Altimeter Group released a new report on social customer relationship management, and while analysts release reports all the time, this is different. The report is free to read and share under creative commons, and this is a big disruptor, one that reflects the socialization of information and the spirit of social media. By giving away insight, Altimeter ignites change and thus brings its report to life.

As such, the Altimeter Group is demonstrating how new models are needed to thrive in the social economy and concurrently putting into practice the ingredients of an effective social CRM framework.

The New Rules of Relationship Management

The essence of the new report by Altimeter’s R “Ray” Wang and Jeremiah Owyang is putting the customer first. While that seems like a simple principle, it’s easier said then done. The case the duo make is rooted, of course, in social media and the self-actualization of personal influence.

As the report notes in the beginning:

“Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation.

Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web–giving them the opportunity to respond in near-real time, and in a coordinated fashion.”

And indeed, they’re right.

Social media didn’t invent conversations, it simply amplified and connected them to audiences and the actions that are triggered as a result. With the right tools, and more important, mindset and resolve, we can now uncover these incredibly valuable, insightful and prominent conversations where and when they happen. Listening is only the beginning however. As in anything, we need a little less conversation and a little more action.

As the report notes, social CRM does not replace existing CRM efforts, it complements them with an outbound extension to connect with the very social beacons that shape and steer perception–those previously untouched with inbound-only infrastructures. Essentially the “s” in sCRM should be viewed as a verb…as in socialize. Actions speak louder than words and thus, sCRM transforms words and intent into action.

As the “godfather of CRM,” Paul Greenberg, notes, “We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction–or the data associated with it….Social CRM focuses on engaging the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. Social CRM is the company’s response to the customer’s ownership of the conversation.”

The Socialization of an Entire Organization

The social customer is only one part of the equation. As any listening program will reveal, conversations map specifically to departments within an organization and as such, all units affected by outside activity will socialize over time. This is why I believe that over time, we should focus less on the “C” of sCRM and focus our attention, energy and ingenuity on the aspects of SRM–social relationship management.

The social Web is distributing influence beyond the customer landscape, allocating authority among stakeholders, prospects, advocates, decision-makers, and peers. SRM recognizes that whether someone recommended a product, purchased a product, or simply recognized it publicly, in the end, each makes an impact on behavior at varying levels. Therefore customers are now merely part of a larger equation that also balances vendors, experts, partners, and other authorities. In the realm of SRM, influence is distributed and it is recognizes wherever and however it takes shape.

“SRM is a doctrine aligned with a humanized business strategy and supporting technology infrastructure and platform. SRM recognizes that all people, no matter what system they use, are equal. It represents a wider scope of active listening and participation across the full spectrum of influence mapped to specific department representatives within the organization using various lenses for which to identify individuals where and how they interact.”

But we must begin somewhere and for many businesses, the evolution from CRM to sCRM is in fact, revolutionary.

After months of study and interviews with over 100 organizations, Altimeter Group identified 18 use cases for Social CRM to help businesses assess, adapt, and create new programs and processes to socialize their brands.

As the report notes, social CRM programs start at the departmental level, but require corporate support to transform fiefdoms into united efforts. The challenge lies in mobilizing and organizing resources around distributed conversations and building the connectors that link CRM systems to social networks. And, organizations must set priorities based on market demand and technology maturity.

Customers have already migrated toward new channels and in the process, companies that are not in pursuit are quickly falling behind. Relationships between organizations and customers might be better defined simply as “relations” as the existing framework was traditionally optimized around the organization and not the customer.

“Traditional CRM projects have failed to grasp the complexities of the customer-company relationship. Though these CRM programs started out with the goal of providing a single customer view and 1:1 relationship management, early efforts quickly refocused on automation of front-office tasks and improving management visibility across marketing, sales, service and support. Because these programs have often failed to support the front-office worker’s needs to manage relationships, internal adoption halted as users grew to resent, and in some cases revolt, against CRM.”

To begin at the beginning, businesses must deploy social CRM for business value and not get caught up in the hype of Twitter and Facebook. We have to go where our customers seek, discover, and share information. Alitimeter suggests focusing on bite-sized entry points as today’s tight budgets, limited resources, and little time will ensure that companies get the most bang for the buck initially. (Click graph below to enlarge.)

In the report, each one of the 18 use cases brings definable metrics that should be incorporated in each Social CRM program.

- Begin with the end in mind

- Metrics should be aligned with an organization’s entry points

- Quantify the baseline and determine the effort

- Adjust ROI targets to align resources with efforts to move the needle

- The goal–drive business value

The 18 recommended use cases are organized in seven categories and in order of operations. As observed, most organizations start their initiatives by building out the “5 M’s” and deploying a customer insight program that matures with experience and earned intelligence. I previously discussed the maturation of social media infrastructure in business usually evolves in at least 10 stages. (Click table below to enlarge.)

Social Customer Insights form the Foundation for All Social CRM Use Cases–Everything begins with listening

1. Social Customers Insights

Social Marketing Seeks to Achieve Customer Advocacy

2. Social Marketing Insights

3. Rapid Social Marketing Response

4. Social Campaign Tracking

5. Social Event Management

Social Sales Enables Seamless Lead Opportunities

6. Social Sales Insights

7. Rapid Social Sales Response

8. Proactive Social Lead Generation

Social Support and Service Drives Sustainable Customer Satisfaction

9. Social Support Insights

10. Rapid Social Responses

11. Peer-2-Peer (P2P) Unpaid Armies

Social Innovation Streamlines Complex Ideation

12. Innovation Insights

13. Crowd-sourced R&D

Collaboration Reduced Organizational Friction and Stimulates Ecosystem

14. Collaboration Insights

15. Enterprise Collaboration

16. Extended Collaboration

Seamless Customer Experience Sustains Advocacy Programs

17. Seamless Customer Experience

18. VIP Experience

The Customer (R)evolution
The methodologies, systems, and people that entwine CRM are unquestionably forcing a historical (r)evolution from the outside in. As customers earn prominence online and ultimately in the marketplaces they define, CRM is far more consequential to the prosperity and relevance of businesses, than perhaps ever before.

This is about earning a prestigious position in the hearts, minds, and ultimately, decisions of customers, prospects and those who affect their actions, today and tomorrow. Essentially, with the socialization of media and the redistribution of authority and influence, we are competing for the future simply by listening, responding, learning and adapting.

Social customers are disrupting the balance of power and actively exerting their new found eminence within every social network and community that thrives off of shared experiences. The socialization of CRM is effectively measured by the dedication of resources and resolution the organization commits not just to social media, but to all existing channels where customers, influencers and prospects seek help.

Divided we share…united we change.