I’ve written a lot about CRM and customer service. Bad service can sabotage even the best CRM strategy, but adapting service to cope with the evolving customer and, more importantly, evolving customer expectations is difficult. It’s doubly difficult in businesses where the view of service persists that it’s a cost center. (Hint: it’s no longer … Continue reading
Tagged with Paul Greenberg …
Whether the discussion is B2B, B2C or B2Any, personalizing the conversation is key
Last week, I spoke at Social Business Atlanta. My talk was on the three P’s of avoiding social CRM failure (the article that started that train of thought rolling can be found here), so I served as the voice of caution and/or the source of comic relief for the event. The other speakers were among … Continue reading
The Top 20 CRM Blogs of 2012
You want to learn about CRM, or you want to refine and expand your understanding, but you don’t know where to start? Well, the blogosphere’s one good place to start learning, but it’s become a crowded, confusing place, clogged with blogs of disparate quality and written by people with motives that are less than mostly … Continue reading
Are you seizing social to see yourself as customers see you?
By Chris Bucholtz At the CRM Evolution show last week in rainy New York City, the Tuesday morning “breakfast session” hosted by Paul Greenberg was a notable gathering. The names in the room went beyond the panelists; the audience was full of big-name analysts, executives and smarty-pantses. Had a meteor hit this room, the CRM … Continue reading
The Top 20 CRM Blogs of 2011
By Chris Bucholtz This is the fifth year that I’ve compiled a list of the best CRM blogs, and the trend is clear: more and better blogs on the topic of CRM are out there than ever before. In 2008, it was a struggle to find 20 good blogs on CRM; now, there are so … Continue reading
Webinar June 7: Get Paul Greenberg’s Expert Assessment of Social Media and CRM
One of the many nice things I discovered when I sat down at my desk here at SugarCRM for the first time was that the crew here had already set up a webinar with Paul Greenberg. I can’t speak highly enough of Paul. He wrote the CRM at the Speed of Light trilogy-plus-one (hey, all … Continue reading
Idol, no longer just for TV only…
CRMOutsiders is an industry blog and I just read about a great new competition in our industry. So here’s the great news I HAVE to share with you all. Paul Greenberg, one of CRM’s most respected visionaries, just launched CRM Idol 2011, a wonderful competition from the CRM Entrepreneurs among us. If you are … Continue reading
Social CRM and the Value of Customer Loyalty
I have a million thoughts running around my head after reading Paul Greenberg’s excellent in depth scathing review of the customer engagement failures of United Airlines. Many of us fly a lot in our lives – so the airline example is an easy target to hit home for most of us. But the core tenets … Continue reading
Picking and Choosing the Right Social Networks to Bring into CRM
I’d like to thank Paul Greenberg for giving the industry yet another acronym to think about as we mosey along the 2.0 highway. Seriously, Paul, thanks… Paul’s neologism is OSN – short for Outcome-based Social Networks. Read about it here. And while I kid Paul for adding to the alphabet soup of the software market, … Continue reading
Customer Experience Management and CRM: The Same, But Different
I just finished reading Paul Greenberg’s excerpted chapter from his latest version of his book CRM at the Speed of Light, which is on customer experience mapping and related issues. Great stuff, thanks Paul for giving us a sneak peek at the book – slowly but surely… The chapter is interesting because it covers an … Continue reading
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