I imagine you're wondering what one has to do with the other since they're terms not associated with one another. Let me tell you a story:Back in late January of this year, I went to Mumbai to keynote and teach at a conference on Loyalty and Advocacy in India sponsored by the Bharati Vidyapeeth's Institute of Management Studies and Research (BVIMSR).
Social CRM: The Conversation
Paul Greenberg focuses on not only what CRM is but where its going in this blog on CRM strategy, technology, stories, companies and personalities.
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 firstname.lastname@example.org. You can follow him at Twitter or join up with him on LinkedIn or Facebook.
CRM Playaz Episode #7This episode is our shortest and maybe the sweetest we've ever done because of all the s's in it. Brent and I riff on pretty much all of life and upcoming events in the world of CRM including Sage Insights 2009 and SAP's SAPPHIRE.
If there's one thing that characterizes a recession when it comes to CRM or enterprise applications desirability, its the pricing. Pricing schemes are a big deal for potential customers.
CRM Playaz Episode #6: Enterprise Tech Poll - Hmmm; Garbled Lingo; First C-Level Smackdown & Twidiocy Celebrity HOF Inducts Third "Member"
CRM Playaz Episode #6I suppose I should be covering Oracle's acquisition of Sun but I think that ZDNET blogger Larry Dignan does the seminal job on it here so read it here. I'm putting up the next episode of CRM Playaz, which very soon will be moving to Hubspot, our sponsor and BTW, our friends.
Back in the 60s the Cold War left pushed for a solution to the U.S.
CRM Playaz Episode #5: Social Media for Closers? Nooo; Wiki Prices Up, Customer Experience Down; Celeb Twidiocy
Okay, all. Here's Episode #5CRM Playaz Episode #5Brent and I not only start on the baseball season, but we do some preliminary stuff including talking about his webinar on the use of social media tools at Hubspot, which, incidentally is the Playaz first sponsor.
I've been torn. I'm trying to figure out who is the leading technology innovation pack at this juncture but the changes come so fast and so furiously that its become almost impossible to pinpoint it.
Jessica Tsai writes wonderfully (as always) at DestinationCRM about the results of a survey done by the Effectiveness Solutions Research (ESR) Group that tries to (and I really mean "tries to" not "succeeds at") look at effect of the use of new social media tools" on B2B sales.What's bothers me here isn't the results of the survey but the survey itself.
My wife and I get our health insurance from Anthem Blue Cross & Blue Shield, here in Virginia. Because my wife is a cancer survivor our insurance rates are exorbitant.
CRM Playaz Episode #4We're getting better and moving faster - despite the fact that I'm holding up the phone to my PC for the music. This time around these are Creative Commons licenses so you'll see the attribution at the end of this posting.
This morning, to a lot of pre-launch buzz, the Open Cloud Manifesto (OCM), spearheaded by IBM, launched officially, much to no one's surprise. The idea behind the OCM is that there exist a body consisting of many companies - and in the future, many, many companies, that would semi-formally agree to interoperability between cloud computing competing "clouds.
CRM Playaz Episode #3Okay, here's the latest. We're working it and working on it at the same time.
Over the last few days, social analyst Forrester's Jeremiah Owyang and PR 2.0 pundit Brian Solis have been calling Twitters's Future: Social CRM.
I'm in Chicago, which outside of New York (once a New Yorker, always one), is my favorite U.S.
On March 4, Finnish app provider Cermster announced their iPhone app - Relations Manager as "Social CRM for the iPhone." So, being an iPhone lover, I figured that I'd take a look at the app - and $4.
The best of ZDNet, delivered
- 1 Why customer-obsessed Amazon is our most important business force
- 2 The narrative is the thing: the art of corporate storytelling
- 3 And the winners of the CRM Watchlist 2014 are....
- 4 CRM Watchlist 2012 Winners Pt 1A - The Big Guns
- 5 Nice people, broken systems: How I bought some equipment and everything went wrong