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.
The series continues with Sid Banerjee, CEO of Clarabridge I've known Sid for awhile now and think the guy is a straight shooter. Clarabridge is a good company generally - a very good one - but that's not the question at hand. Do you think he put his money where his mouth is? That's what he says he's going to do. You tell him yes or no in the comments.
Today I'm announcing the 2013 winners of the CRM Watchlist, including the vendors, the consulting/systems integrators, and the "Ones to Watch."
We have Medallia's response here to the Customer Experience Challenge. Do they meet your rigorous standards for customer experience?
The responses continue to roll in. We now have Genesys Lab leaving Medallia and Oracle as the two I'm waiting on, though they both are coming. But today, we concentrate on Genesys Labs who make their case as to why they can claim a tome associated with customer experience as its moniker.
Vendors have jumped on the customer experience board big time and I think they need to be challenged to prove that they should legitimately carry the concept, beyond hype. So I've asked a number of the most egregious at that to explain themselves.
After a year of monitoring and five weeks of reviewing questionnaires, I'm ready to name the finalists for CRM Watchlist 2013. Remember, these aren't the winners. Each winner will get a review. This is just a list. There is SO much more analysis coming it will make your head spin.
I'm calling to the carpet all the vendors who call themselves CEM or CXM or customer experience technology vendors. Today, Allegiance responds.
United Airlines has hardly been a paradigm of excellent customer service. Most of the time they do what could only be called a nasty job of it. However, once in awhile, in adverse circumstances, in context, they get it right and it becomes a lesson in how to do something successfully.
A little over a month I challenged a number of technology vendors who had shifted their messaging to customer experience from something else to customer experience to show me how they could defend that transition - to show me how it was more than hot air - smoke and mirrors. So far Get Satisfaction and now SAP have met the challenge. Read it. SAP more than answered it.
A month ago, I issued a challenge to companies that were claiming to be customer experience platforms and applications who had changed their messaging relatively abruptly. I gave them the opportunity to state their case. Get Satisfaction's Jeff Nolan is the first to rise to the challenge.