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

CRM Watchlist 2013 Winners: Customer Service Served Hot

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?

February 21, 2013 by

1 Comment

Reinventing CRM? Mike Boysen says it's time

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?

February 20, 2013 by


Customer Experience Challenge Met: Oracle

Oracle is the final company on the list, and they have responded as well. Do they meet the test? Well, they do have a portfolio of products that align with the claim, and that is something that no one else has been able to claim exactly. But I'd like to hear what you have to think about this one. David Vap, group VP for Oracle Applications responds.

January 30, 2013 by


The customer experience challenge met: Clarabridge

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.

January 28, 2013 by