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, 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 paul-greenberg3@the56group.com. You can follow him at Twitter or join up with him on LinkedIn or Facebook.

Latest Posts

The Customer Experience Challenge Met: SAP's Turn

The Customer Experience Challenge Met: SAP's Turn

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.

published December 20, 2012 by

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The customer experience challenge met: Get Satisfaction

The customer experience challenge met: Get Satisfaction

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.

published December 5, 2012 by

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Now You’re All…Customer Experience, Huh? PROVE IT!

Now You’re All…Customer Experience, Huh? PROVE IT!

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.

published November 1, 2012 by

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Dreamforce 2012: Dream a Little Dream of (with) Me: Part 1

Dreamforce 2012: Dream a Little Dream of (with) Me: Part 1

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.

published October 11, 2012 by

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CRM Idol 2012: Lessons at the (Nearly) Halfway Point

CRM Idol 2012: Lessons at the (Nearly) Halfway Point

There are some clear trends this year that reflect the change in the market and the interests and concern of emerging companies who think that this is how they will make it in the technology industry. We look at a few here. AND we'll let you in on who the semi-finalists are.

published August 17, 2012 by

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A Guide to Influence(rs) Chapter 1 (repeat, rinse)

A Guide to Influence(rs) Chapter 1 (repeat, rinse)

(PG NOTE: I actually posted this a few weeks ago on PGreenblog, but in preparation for Chapter 2 which I'm posting on both ZDNet and PGreenblog tomorrow morning, I wanted to get this one up on ZDNet so you can read them in (reverse) continuity.   So forgive me if you've read this before and if you haven't and care at all, then please feel free to read it or read it again if you wish.

published June 18, 2012 by

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