What makes this one of Salesforce's most important acquisitions ever is Marc Benioff's proclamation last August that the Marketing Cloud is their next "billion dollar" business.
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.
Infor has a shot at making the Big 4, the Big 5. But to do that, not only should they continue on the path that they are continuing on but they need to take advantage of market opportunities staring them in the face - and they aren't fully doing that as I found out at Inforum 2013. Even without taking advantage, though, what they have done the last several months is extraordinary - and standard setting.
SugarCRM has been one of the nicest success stories in the CRM industry, often taking what were seemingly difficult steps and turning it into gold. It's at a nodal point, and has a couple of things it has to do to cross to the next level, but on the whole it remains in a righted ship. But it has to do those things outlined below. Really have to do them. For real.
In its third year of existence, CRM Idol has become one of the ways that emerging technology companies in the customer-facing space (CRM, social, marketing, sales, customer service, etc) get visibility and build a name for themselves.
Infusionsoft is one of five conferences I've been to in April, and its was incredibly revealing. There is no question that Infusionsoft is the player to beat in the small business customer-facing technology world. There are things it has yet to do, but it is unquestionably a player.
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.
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?
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 CRM Watchlist 2012 Winners Pt 1A - The Big Guns
- 4 Dreamforce 2013: You don’t have to blow things up to be explosive
- 5 Salesforce to acquire Exact Target: I now pronounce you 'Marketing Cloud'