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, a customer strategy consulting firm, focused on cutting edge CRM strategic services and a founding partner of the CRM training company, BPT Partners, LLC, a training and consulting venture composed of a number of CRM luminaries that has quickly become the authority for the CRM industry.His book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, now in its fourth edition, is in 8 languages and been called "the bible of the CRM industry". It is used by more than 70 universities as a primary text. It was named "the number 1 CRM book" by SearchCRM.com in 2002 and is one of two books recommended by CustomerThink. The Asian edition of CIO Magazine named it one of the 12 most important books an Asian CEO will ever read. Paul has also authored two other books including "E-Government for Public Officials" (Thompson Publishing, 2003). Paul is also the Chairman of the Advisory Committee of the University of Toronto's Rotman School of Management CRM Centre of Excellence, and the Executive Vice President of the CRM Association.Paul is considered a thought leader in CRM, having been published in numerous industry and business publications over the years and having traveled the world speaking on cutting edge CRM and topics geared to the contemporary social customer. He has been called "the godfather of CRM", the "Walt Whitman of CRM" and even "the Bob Dylan of CRM" by analysts and organizations throughout the industry. He is known particularly for his work on the use of social media, such as blogs, podcasts and wikis and social networks/communities in CRM as tools and channels for customer collaboration with a company. He is seen often as the "voice of the customer" and is well known within the CRM industry for this work. His blog, PGreenblog has been named the #1 CRM blog every year from 2005-2010 by all industry award providers. He also has a podcast, Experience on the Edge, that has garnered a myriad of industry kudos and his collaboration with Brent Leary on the always funny, often cutting, CRM Playaz is the most popular broadcast in the CRM world.Paul was also named one of the most influential people in CRM by CRM Magazine in August 2008. In 2010, he was inducted into CRM Magazine's CRM Hall of Fame. He is a member of the Destination CRM Board of Experts and the SearchCRM Expert Advisory Panel as well as a member of the Board of Advisors for GreaterChinaCRM for many years. He also sits on the Board of Advisors of the CIE Institute and and multiple other companies.Currently, Paul lives in Manassas, Virginia with his wife and five cats. To reach Paul, please email him at paul-greenberg3@the56group.com. You can follow him at Twitter or join up with him on LinkedIn or Facebook.

Latest Posts

Salesforce ChatterExchange, Chatterboxes, Chatter...chatter

Salesforce ChatterExchange, Chatterboxes, Chatter...chatter

Marc Benioff, at his Chatter event in NYC yesterday said the following:We've seen the future of enterprise software, and it looks more like Facebook on the iPad than Yahoo on the PC."Now, with my Jetsonesque world-view, I'd love to think that especially since I use Facebook a fair amount and have an iPad which I now officially love and there is evidence that companies that are innovators like salesforce and Apple are thinking about the enterprise in exactly that way.

published April 11, 2010 by

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Kick Apps Partners w/NBC Universal, not Conan O'Brien

Kick Apps Partners w/NBC Universal, not Conan O'Brien

There's no doubt in my mind NBC Universal had to do something given their falling ratings. The former kings of Thursday night TV not only sold themselves to Comcast, who, aside from Frank Eliason's superb rock star group of customer service people, sit near the bottom of customer service experience ratings all the time, but they are in the midst of probably what was the worst handling of a crisis of stars on late night TV ever, if not all times of TV.

published February 3, 2010 by

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Customer Service = Human, Heartwarming

Customer Service = Human, Heartwarming

Me: Every now and then, there is a story that's worth telling about business or, more accurately, the people who compose a business.  What makes the story I'm about to have you listen to even more interesting is that this company, David's Bridal, a client of mine for 8 years, has what we are going to hear about what is called "random acts of kindness" built into the strategy.

published February 1, 2010 by

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Facebook - #FAIL in Customer Service - Bad Process, BAD Process

Facebook - #FAIL in Customer Service - Bad Process, BAD Process

As you well know, I'm not a big fan of the frantic efforts of Facebook to treat its members like assets rather than like customers.  The problem is that while it might be nice to attribute all their errors to the blinding desire of Marc Zuckerberg to capture revenue in some way - including using members like poker chips - it really isn't just that.

published January 28, 2010 by

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CRM Watchlist 2010 - The SMBs - IVA - Brent Leary Rocks

CRM Watchlist 2010 - The SMBs - IVA - Brent Leary Rocks

A Final Guest CRM Watchlist - Hey Yo To Brent Leary(Brent Leary, who is both a Social CRM guru and a great friend has graciously done a post on the companies to watch for 2010 when it comes to the small and medium business space. He was clearly trying to outdo me because his post is so big that it has to be split into two pieces.

published January 25, 2010 by

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CRM Watchlist 2010 Part IIIB

CRM Watchlist 2010 Part IIIB

6 Okay, this is the final installment of the CRM 2010 Watchlist from me, though you will be seeing one from Brent Leary on the SMB Social CRM companies to watch in 2010 in the next couple of days.  But I'm, "wore out.

published January 17, 2010 by

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CRM Watchlist 2010 - Part IIB

CRM Watchlist 2010 - Part IIB

This thing is so big that I have to split the posts.  You saw my choices on Monday in Part IIA, now here's the rest of them - Cognizant, Eloqua, Sword-Ciboodle, SAS, SugarCRM, Helpstream and Aplicor.

published January 5, 2010 by

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