Today we have the distinct pleasure of a back and forth between noted analytics industry analyst and thought leader Seth Grimes, with Sid Banerjee, the personable CEO of text analytics firm Clarabridge.
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 email@example.com. You can follow him at Twitter or join up with him on LinkedIn or Facebook.
Microsoft Convergence 2013 wasn't flashy; it wasn't mind blowing or even super energetic, though it had enough energy. But it was important to be there, to understand what Microsoft was doing and to see where they were going.
This is now truly the final post for the 2013 CRM Watchlist. It consumed 4 months of my life and thus, if you read my stuff, 4 months of yours. But it ends on a really good note. Today we look at the smaller impact players, two who affect particular markets. That would be Solvis Consulting and The Pedowitz Group. I'll make you read it to find out which markets they impact. Have fun and see you around.
This is almost it. Another post a little on the big side, so its split into two parts. But we end this year's CRM Watchlist 2013 with a discussion of the consulting companies and systems integrators who will have a big impact in 2013. Today, we look at the big boys — Accenture, CSC, and Ernst and Young Advisory. Plus a few cogent thoughts on the markets peppered throughout.
The 'Young and Hot' group includes two CRM Idol 2012 winners — Artesian Solutions and Crowdtap — and those companies who didn't win, but are worth being on a radar.
We're heading into the homestretch. Let's see what this year's highest scorer Blackbaud, NexJ, Coveo and Thunderhead.com have to say when it comes to impact.
Last week, I reviewed Attensity, Gigya, and Jive. This week we complete the circle with the final three social mavens: Get Satisfaction, Lithium, and Nimble. Let's see what's in store for these companies and what makes them as good as they are.
Six winners cluster around this quickly maturing — but not mature — "social platform" category. Today, in no particular order: Attensity, Gigya and Jive. On Monday: Get Satisfaction, Lithium and Nimble. Let's start now.
This is probably the most eclectic category - because it's so disparate - but it's the foundation for many a company's core business operations: sales, business processes and analytics. Three hot areas. Our winners this year are all accomplished. Let's see what they got. Winners: Xactly, Lattice Engines, BPMonline, Pegasystems, Clarabridge.
We have three winners and four repeats. Huh? Well, 2012 winner Sword Ciboodle was acquired by KANA who also won last year. But this year our winners - KANA, Moxie and Parature - have far more daunting tasks than they ever did before. Herculean if you will. But I'm betting that they can handle it. Hey, they won, didn't they?
CRM influencer Mike Boysen says that CRM customers don’t really value how many features they get for their money; they value their ability to get their larger system of jobs done better than their competitors. The industry's challenge is learning how to measure customers' desired outcomes and use them to find competitive opportunities. Do you agree?
Marketers are trying to figure out what to do with their customers now that marketing is the "first line of conversation." And technology enablers are starting to feel the heat and respond to it.
Infor, NetSuite and SugarCRM - last but hardly the least. Their opportunity for 2013 impact is probably greater than it ever has been for each of them. But each of them has some things to do - and they can be daunting.
We are in the midst of a roll. Today we look at award winners Oracle and SAP, two powerful and vexing companies who could own the world or be schooled by it. For 2013, I'm betting on ownership.
Winners salesforce.com and Microsoft always have an impact. But in 2013, there are things they have to do to make the kind of impact that will be dramatic enough to stay up with what shapes up to be a very important year in the technology world.
The best of ZDNet, delivered
- 1 The narrative is the thing: the art of corporate storytelling
- 2 Why customer-obsessed Amazon is our most important business force
- 3 And the winners of the CRM Watchlist 2014 are....
- 4 CRM Watchlist 2012 Winners Pt 1A - The Big Guns
- 5 Nice people, broken systems: How I bought some equipment and everything went wrong