How can businesses fully and continuously engage their customers? CRM pioneer Jeff Tanner's new book delivers a strategy for realizing big profits from Big Data.
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.
HC1 CEO Brad Bostic says Healthcare Relationship Management can eliminate the communication and information management disconnects between healthcare organizations.
The challenge: Create a customer engagement program that users actually want to engage in, generates useful data, garners double-digit participation rates, and scales to the thousands or millions of customers. Last year's CRM Idol winner explains how.
Customer engagement is the prevailing theme for probably the next decade. CRM Idol 2014, the contest for emerging tech companies, should reflect that theme big time this year.
Paul Greenberg delivers more insights into the customer-facing market, including a look at specialization, verticals, interesting companies, current projects and a couple of rants.
Here are some thoughts on how I see the CRM market moving and various tech companies and projects that I think you'll find to your liking.
This is the last of the reviews. We end on a high note with IBM, Solvis Consulting, and The Pedowitz Group, all consulting organizations, all very different, all having an impact, and all at a crossroads. See what they think -- and what I think -- they have to do. A worthy way to say goodbye for this year.
I'm taking a break before the final CRM Watchlist, but it's just such a good break. I got Eric McKirdy, who is Ask.com's Global Customer Care Manager here, to talk about how he takes care of the 100 million Ask.com customers -- and how you might think about this. Check it out.
The final CRM Watchlist 2014 vendors, though we still have the consulting/SIs - three of them - to go. NexJ, PROS and UserVoice: Three companies not alike at all, but three companies having a major impact on the market. All winners. All even bigger potential. Read on.
I just witnessed the beginning of Adobe's transformation to a possible marketing technology power. There is a lot to do for them to get there, but they truly have a shot. Read why and what they need to do.
We enter the final stretch with three companies that I literally can't categorize - BPMonline, Janrain, and Lattice Engines. They're all unique in their own ways, but all winners of this years Watchlist. Take a gander.
We continue on with community platform impact players, Jive and Lithium, as we enter the CRM Watchlist 2014 homestretch. Impact how and where? It might surprise you.
The reviews never stop do they? This week we take a look at the CRM Watchlist 2014 Marketing companies. Again, they are not "category winners" and they are in alphabetical order. Check out Hubspot, Marketo, and Teradata Applications. Your thoughts?
Disparate in what they do, they all involve technologies associated with engaging customers or at least understanding what they have to know so that they can engage customers.
Monday, you had CRMnext, Infor and NetSuite as CRM suite providers. Today SAP and SugarCRM are here for your scrutiny. Can life get any better?
The best of ZDNet, delivered
- 1 10 Reasons 2014 will be the Year of Small Data
- 2 Why customer-obsessed Amazon is our most important business force
- 3 The narrative is the thing: the art of corporate storytelling
- 4 Nice people, broken systems: How I bought some equipment and everything went wrong
- 5 CRM Watchlist 2012 Winners Pt 1A - The Big Guns