SAP's annual conference has a long lineage and is arguably one of the most important - and very revealing - conferences in the technology world. They are always amazing and always puzzling. Paul Greenberg explains the conundrum.
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.
SugarCRM is always an interesting company that travels its own path. Pureplay CRM has been its hallmark for a long time, but now it veers slightly - though in the appropriate direction. SugarCon 2015 showed us how they are moving. Here's what I think it means...
NICE, SAS and Verint have one thing in common: Customer engagement analytics and optimization solutions. Beyond that, they are all different. See why and what they have to be do to be different and even more successful.
Focusing on ROI exclusively works against you, not for you. Are you giving customers the experience they want, or the experience you think they want? In the short term, your approach can cost you customer engagement. In the long term, it can erode your customer base.
Customer Engagement puts on its first big boy pants.
Microsoft begins to align businesses and business units with each other and the 21st century. Paul Greenberg scores the conference and assesses the company's direction.
Adobe is a player now and they hold their own with unique twists and turns against all major players in the marketing cloud space. But they have things they must do that will carry them to the next level. They do put on a helluva conference.
CRM companies like NetSuite, SAP and Oracle have long histories as suite providers. Is the suite era over? Is best-of-breed the winner? Not so fast: Think ecosystems and make sure you understand why these three companies won the CRM Watchlist 2015.
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.
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.
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'