When planning customer-facing strategies, businesses must develop customer experiences that are seamlessly connected, informed by previous interactions, and characterized by consistent information across all channels. Marriott's Rich Toohey explains how it's done.
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.
The three marketing companies that won this year's Watchlist- Adobe, Callidus Cloud and OutMarket - couldn't be any more different. Check them out: It is so worth it.
Salesforce has won mindshare at a level so substantial that all other companies -- including much bigger ones -- compete against it. Salesforce is Elite, all right. But is it perfect?
The CRM Watchlist 2015 Elites is a small group with a huge impact. Yesterday, we looked at Microsoft, and today, we take a look at the littlest of the four: PROS. Let 'er rip.
Since the last third of Steve Ballmer's reign and continuing with Satya Nadella, Microsoft has made a commitment to thinking in ecosystems -- and just in time. What can they do to improve?
EY Advisory earned the CRM Watchlist 2015's highest score. Why? They deliver the perfect integration of mission and vision with actual work and corporate life. Take a gander.
The 4th annual Lifetime Achievement Award goes to the institution which, historically, might have had the most impact on the CRM industry. That would be CRM Magazine. Find out why.
Finally, we have the winners of the 2015 CRM Watchlist. This year, it was tougher than ever to win, but these companies have what it takes to make a big impact on the markets they play in.
Customer engagement isn't only a digital "thing". It's got a lot more to it. Rich Toohey, Vice President of Marriott Rewards, speaks to us on what more there is.
What is the state of customer engagement? What kind of framework needs to be created to help businesses achieve that engagement? It starts here with the 2015 agenda for customer engagement.
Customer engagement is becoming a hot subject and the associated technology offerings are out there. Listen to Paul Greenberg's random thoughts on customer engagement, a post-CRM world and some status updates.
No matter what SAP's press release says, CRM isn't a failed experiment, it's not dead, and it continues to thrive. Paul Greenberg answers the latest barb thrown.
Good business isn't only 'all about people.' It's also about the processes they are saddled with. Paul Greenberg shares his customer's lament about a sale that turned into a nightmare.
Eric Schneider shows us how to forge an interaction strategy with data as it "rolls off the digital factory" floor. Pay close attention.
Search has been so consistently unsatisfying for so long across so many organizations that we've come to accept bad search as fate. But no more: It's time for the tail to wag the dog.