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.
Cost efficiencies are fine, but not at the expense of the customers -- especially if it involves a serious service issue that can be at least mitigated by something that already had a proven benefit.
About a week ago I wrote a post called "The Little Things That Serve." I mentioned that I wanted to start an ongoing series where any of you who want to write in could tell me customer service stories and then give me your idea on the best or worst practices derived from the experience and what the company that was involved could have done better.
I’m realizing, as I get older and, of course, wiser (heh heh), that Twitter isn’t the best place to make announcements, though it isn’t bad either. I’m not getting the response I want to a number of things and this year, I’m really anxious to get people and companies and, if you actually exist, extraterrestrials, involved with what I do.
Microsoft has reached a turning point - and made the turn. They are launching their "dynamic businesses" strategy with a confidence that they haven't shown for several years and it suits them well. With their commitment to their new UI/UX and the growth of their business apps unit (in particular CRM) we are looking to see Microsoft back center stage. But there are concerns....
The beginning of a series on "The Little Things That Serve" - analysis of small customer service stories - good and bad by those who tell them. So businesses can learn. Please take the survey at the end of the post
Tuesday morning I officially heard that Sameer Patel, one of the key thought leaders in the collaboration space and one of the few who understood the convergence between collaboration and Social CRM, became the SAP Global VP, Enterprise Collaboration and Social Software Solutions. Thing is, he is also a very dear friend of mine, someone I love to pieces.
About 2 months ago, thought leader and friend, Michael Krigsman (read his always incredible ZDNet blog here), introduced me to Vala Afshar, the Chief Customer Officer of Enterasys Networks - a Siemens' owned enterprise level secure networks hardware (and software) provider.
The discussion around the social customer has been going on for several years now and, I think, we've reached a point where, minimally, we can all agree that there is a social customer - a kind of customer who didn't exist (in terms of how they communicate) a decade (or even sooner) ago. But what we haven't really looked at, and this goes to the heart of the discussion around customer engagement is what kinds of social customers are there.
They are powerhouses in their own domains and that’s what this is all about. Impact.
What We Have So FarCRM Watchlist 2012 Pt 1A - The Big GunsCRM Watchlist 2012 1B - The Big Guns AgainCRM Watchlist 2012 - The...