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

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.

April 11, 2010 by

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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.

February 3, 2010 by


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.

February 1, 2010 by


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.

January 28, 2010 by