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.
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.
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 CRM Watchlist 2014 winners have been harder than ever to characterize. But there are some vendors who, for example, provide product suites that won so I created the Suites category. Today, we look at CRMnext, Infor and NetSuite and Wednesday, SAP and SugarCRM. Let's get crackin'.
There is an unconfirmed story lighting things up that community platform provider Lithium is process of acquiring Klout, the so-call Influence measurement service. Why? Especially since Lithium's view of influence via their Chief Data Scientist Michael Wu is so antithetical to Klout's view. Check this out to hear how Lithium can make use of Klout if the acquisition goes through.
Here we are. The final part for the CRM Watchlist 2014 Elite winners - the consultancies Accenture and EY. They are amazing companies and have a lot to do but one thing that unites them both - they are devoted to digital business transformation - and they stand out. Come see why.
We move on to the CRM Watchlist 2014 Elite specialists - Blackbaud, Infusionsoft, Xactly. They each dominate their market, they each have a culture to be proud of and...other things. Read on to see what they are doing and what they should be.
Today begins the CRM Watchlist 2014 reviews. The Elites get first dibs on the discussion. Up first the vendor generalists: Salesforce and Microsoft.
"As long as they keep making it easier and faster to get my stuff, that’s all the customer service I need." Paul Greenberg and Brent Leary explain why Amazon.com wins CRM Watchlist's Lifetime Achievement Award.
Its finally here. After reading, evaluating, scoring and notetaking on 162 submissions totalling around 2200 pages, I've arrived at the winners of the CRM Watchlist 2014.