OMG. Have you been following the RIM (Blackberry) outage snafu in the UK? This is an operational crisis accentunated by a communication crisis. And it's an anti-case study in how to be a failed social business that lacks customer centricity.

Update - Oct 12 - The crisis moved into the 3rd consecutive day so I updated my video analysis. Here it is...

Dr. Natalie and I are talking about The Business of Social Business in tomorrow's Focus Roundtable. We'll be providing important insight this week and next in how to avoid being a RIM. Because trust me, you don't want to lose customers the way they're going to.

 

Reference articles

BlackBerry Service Crashes in Europe

BlackBerry Outage Persists in U.S.; Customers Rely on Work-Arounds

Outages Plague RIM's BlackBerry for Second Day in Europe, India

Social Media Woes Highlight Marketing Faults

 

This article isn't specifically about the RIM outage, but you may find it an interesting perspective about RIM's future...

A third of BlackBerry's enterprise base to head for exits in 2012