Social CRM: The Conversation

Organic Social Networks, the Yankees and....Wha'? (UPDATE: WE WON OUR 27TH WORLD SERIES!)

Paul Greenberg — Wed, 04 Nov 2009 23:31:29 +0000

Needless to say, being a Yankees fan of the entirely driven and committed sort, I’m biting every nail on my hands off and frankly, if I could reach my feet, would go at those nails too (Ugh.). I do that every time that the Yankees are in the playoffs or World Series particularly, though, I [...]

RightNow Right Now is Right On

Paul Greenberg — Thu, 29 Oct 2009 10:52:01 +0000

The RightNow User Conference was a significant transformation point for the company - for the better for the most part. I'm looking at the products which indicate smart short term value and the culture change, which indicates serious long term value.

Finally! A Three-Cornered Consulting Service for Enterprise 2.0

Paul Greenberg — Tue, 20 Oct 2009 19:43:49 +0000

Its not too often I endorse a new service - in fact, I never have without a lot of due diligence and at least some production history. So, for the first…and potentially only….time ever, I’m telling you that I’m truly excited about the launch of Pragmatic Enterprise 2.0. I’m not only telling you as [...]

Oracle OpenWorld 2009 - Social CRM Technology Rears an Actual Head

Paul Greenberg — Wed, 14 Oct 2009 14:54:11 +0000

I am almost always in awe of Oracle OpenWorld. The scope of this conference is spectacular. Can you imagine an event that the attendance is down to 37,000 attendees? Actually, that puts me in awe of their event planners more than even the event. How in the name of whoever can you put together something [...]

Salesforce.com Plays In the Enterprise - Again

Paul Greenberg — Wed, 07 Oct 2009 21:15:49 +0000

Back in 1999, I was a salesforce.com user and at that time, it was a rather kludgy sales force automation application that didn’t do much right - for example if I tried to export a .CSV file it gave me an .XLS file and vice versa. I read something by Marc Benioff then that said, “we [...]

A List: CRM(ish) Reading Worth it.

Paul Greenberg — Mon, 28 Sep 2009 11:00:32 +0000

Sorry to have dropped off the radar for awhile. I was on the road. First in Chicago having facilitated a customer event with Sword Ciboodle customers at the Union League Club - one that included a presentation by Brian Carey of Sears on what Sears is doing to improve the customer experience. Actually, for me, [...]

Brent Leary Expounds: The SMBs Rejoice

Paul Greenberg — Mon, 14 Sep 2009 11:00:47 +0000

Brent Leary, who is not only my bud, but one of the leading, no, the leading, small business consultant and analyst when it comes to small business (duh!), CRM, social CRM and social media, is someone that I want to highlight on these pages. Not that you need to come here to see him. The [...]

Now I Know Why I Can't Stand the Washington Redskins

Paul Greenberg — Fri, 04 Sep 2009 11:00:21 +0000

About 15 minutes ago I saw this story in the online version of the Sporting News: “Redskins suing fans who can’t keep their season’s tickets.” I now know why I can’t stand the Redskins and their ownership. The story is clear enough: The Redskins are suing 125 seasons ticket holders who they say wouldn’t work out financial [...]

Voice of The Customer: Speech Meets Larynx at CRM Evolution 2009

Paul Greenberg — Mon, 31 Aug 2009 11:00:45 +0000

Last week, I keynoted the CRM Evolution 2009 conference - probably the best conference I ever attended, though I was biased because I also chaired it - first time I ever chaired a conference - so I had the opportunity to be a participant in more than just the speech. But the keynote wasn’t just for [...]

Deconstructing United Airlines: Where Customers are Transactions

Paul Greenberg — Thu, 20 Aug 2009 14:00:28 +0000

United Airlines: Customers are Merely Transactions If you’re a loyalty marketer and look at my United profile, you find something that would make you 4.5 on a scale of 5.0 when it comes to warm and fuzzy. You’d see hundreds of thousands of United Airlines frequent flier (FF) miles; a pattern that suggests that I fly [...]