No, this isn't about A-Rod and his use of steroids in 2003. Truthfully, I'm a Yankees fan and at this point, I don't care.
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.
How to retain your customers in a recession isn't always obvious and certainly is never easy. But tools, strategies, techniques and tactics are there to do just that -and acquire customers in the bargain - even in a downturn.
CRM Playaz - Read Post First, Then Listen, Please....CRM has always been controversial.
Since I was totally disappointed in the performance of the NY Giants about 10 days ago, (though happy the Eagles and Ravens had their butts whupped last weekend), I have had little to look forward to this year, (other than today's incredible inauguration of President Obama, which I am ecstatic about) so I did some thinking instead. That's kind of how I do my thinking - between sports events and errands....
Consider this a followup to yesterday's entry - and one that shows the power of CRM 2.0 too.
I KNOW that everyone who reads ZDNET columns loves technology. I get that.
As I'm sure half the known and 2/3 of the yet to be discovered universe is aware now, salesforce.com had an outage on January 6.
Brent Leary is not only one of the more influential guys in the world of CRM but he is one of the nicest. He is a bright, insightful fun-loving and well-respected CRM guru who understands especially how the small business needs to use CRM and Social CRM.
To RecapWe're heading into the homestretch. Which is why the Giants need to beat the Panthers....
Industry Giants -the New Adults on the BlockMost of these might not be surprising to you but they are to me. With maybe the exception of Sage...
We're heading into the forecasting homestretch now. You've seen what I'm thinking 'sup for 2009 with this post, this post, and this post.
I forgot to write in two of my forecast segments yesterday. I think for the purposes of blaming something else, I'll blame my car accident last August for the memory loss.
Last week at this time I was throwing my neck out there forecasting some of CRM's moves in 2009 - and no one chopped it off, thank goodness. So, now, in the same spirit, I'm going to do part 2 of three and stick my hands out to be slapped for the remainder of my forecasts for 2009.
(8)Mobile CRM will be in increasing demand by sales organizations in particular - and vendors will continue to invest in it, downturn or not(6)There is a divergence of interest between how large enterprises will look at and buy CRM 2.0 (Social CRM) and how small businesses will do the same
Usually, when I begin my forecast for the coming year, I like to look at how I did the previous year - which is usually disconcerting to say the least. So, in honor of my first non-intro post for this ZDNET blog, I'm going to be nakedly transparent and show you exactly how I did from last year - with some self-congratulation and some self-deprecation.
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 Why you should treat customer care like it’s your core product
- 4 CRM Watchlist 2012 Winners Pt 1A - The Big Guns
- 5 Dreamforce 2013: You don’t have to blow things up to be explosive