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?
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.
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.