Today I'm announcing the 2013 winners of the CRM Watchlist, including the vendors, the consulting/systems integrators, and the "Ones to Watch."
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.
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.
CRM Idol 2012, going on since April, has been a great ride for more than 60 companies. But we are down to the wire; it's time for the finalists to be judged and the winners to be picked.
There are a lot of technology vendors claiming to be focused on customer experience where several months ago they were CRM or EFM or Customer Service or something else. Now they are either changed companies or just jumping on a trend bandwagon without substance. Sometimes they are denigrating what they proudly claimed to be a few months ago. Here's their chance to prove their claim.
CRM Watchlist 2013 is underway - at least the registrations are. But we are also 5+ weeks out before the final submissions are due. One last reminder for everyone - at least via blogs.
In Part 1, I looked at salesforce.com, Marc Benioff and their vision as salesforce's greatest asset. Here, within that context, I'm looking at the products and the technology ecosystem. As compelling as it is, there is a lot to be done yet.
Dreamforce 2012, a.k.a. Dreamforce X, the annual nodal point and Hollywood(like) bash run by salesforce.com was bigger and better this year than ever. Thing is, that isn't just a comment on its coolness - though it was that, without any doubt at all. Without a single super-dramatic announcement, this may have been the most dramatic and most important Dreamforce ever.
There were 10 companies that made the 6 months review list for CRM Watchlist 2012. Now, 8 months later, here's the final decision and discussion of who made the CRM Watchlist 2012 and a 1/2 - or not.
The best of ZDNet, delivered
- 1 10 Reasons 2014 will be the Year of Small Data
- 2 Why customer-obsessed Amazon is our most important business force
- 3 The narrative is the thing: the art of corporate storytelling
- 4 Nice people, broken systems: How I bought some equipment and everything went wrong
- 5 CRM Watchlist 2012 Winners Pt 1A - The Big Guns