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?
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.
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 2013 CRM Watchlist Liftetime Achievement Award, the second annual one, kicks off the reviews. This is probably the kindest of the reviews that you'll be seeing in this entire 40+ series of them. Because the IBM IBV is SO damned worthy. How can I be edgy?
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.
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.
Today I'm announcing the 2013 winners of the CRM Watchlist, including the vendors, the consulting/systems integrators, and the "Ones to Watch."
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.
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'