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

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


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.

January 25, 2010 by


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.

January 17, 2010 by


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.

January 5, 2010 by