Paul Greenberg

In addition to being the author of the best-selling "CRM at the Speed of Light: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers," Paul Greenberg is President of The 56 Group, LLC.

Latest Posts

The Little Things that Serve #1

About a week ago I wrote a post called "The Little Things That Serve."  I mentioned that I wanted to start an ongoing series where any of you who want to write in could tell me customer service stories and then give me your idea on the best or worst practices derived from the experience and what the company that was involved could have done better.

April 2, 2012 by

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Announcing CRM Idol 2012, Watchlist 2013 and More

I’m realizing, as I get older and, of course, wiser (heh heh), that Twitter isn’t the best place to make announcements, though it isn’t bad either. I’m not getting the response I want to a number of things and this year, I’m really anxious to get people and companies and, if you actually exist, extraterrestrials, involved with what I do.

April 1, 2012 by

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Microsoft - Convergence at Last?

Microsoft has reached a turning point - and made the turn. They are launching their "dynamic businesses" strategy with a confidence that they haven't shown for several years and it suits them well. With their commitment to their new UI/UX and the growth of their business apps unit (in particular CRM) we are looking to see Microsoft back center stage. But there are concerns....

March 25, 2012 by

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SAP Hires Sameer Patel: Thought Leaders in the Enterprise

Tuesday morning I officially heard that Sameer Patel, one of the key thought leaders in the collaboration space and one of the few who understood the convergence between collaboration and Social CRM, became the SAP Global VP, Enterprise Collaboration and Social Software Solutions. Thing is,  he is also a very dear friend of mine, someone I love to pieces.

March 13, 2012 by

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Here they come... Organic, Scheming, and Controlled Customers, are you ready to roll with them? Guest Post

The discussion around the social customer has been going on for several years now and, I think, we've reached a point where, minimally, we can all agree that there is a social customer - a kind of customer who didn't exist (in terms of how they communicate) a decade (or even sooner) ago.  But what we haven't really looked at, and this goes to the heart of the discussion around customer engagement is what kinds of social customers are there.

February 23, 2012 by

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