President, The 56 Group, and founding partner, BPT Partners
Paul Greenberg is the managing principal of The 56 Group, a customer strategy company. He is the author of CRM at the Speed of Light, which is in nine languages and is currently in its fourth edition. He is also the author of the upcoming Commonwealth of Self Interest, to be published next year.
Articles By Paul Greenberg
Artificial intelligence is about to go mainstream, so let's talk about what it is, and isn't
To deliver great customer experiences and outcomes, vendors have to band together
A #FAIL with baseline expectations will have your customers looking elsewhere
Two departments that haven't always seen eye to eye need each other now more than ever before
CRM has lived through interesting times—and the changes aren't over
Look past transactions to interactions
The technology's benefits are too obvious to ignore.
With today's connected customers, engagement is more vital than ever.
More than just a buzzword, it's key to retaining today's digital customer.
When definitions are in flux, flexibility is key.
How American Girl dolls became much more than child's play.
Winning sports franchises know that selling tickets is only the beginning.
Look to uplift modeling to predict customer actions.
This "novel" concept is nothing new at all.
What you don't know can hurt your business.
Takeaways any business can use.
Enterprise 2.0 and social CRM form the core of social business
It's not the medium but, rather, how you use it to engage customers that counts
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
Transparency and authenticity are the cornerstones of trust between a company and its customers.
In this exclusive excerpt from the fourth edition of the industry bible, legendary thought leader Paul Greenberg explains why the unification of sales and marketing is finally upon us.
You need more than just transaction data if you want to take action.
A new paradigm calls for a reassessment of an industry metric.
But are you prepared to let them?
Providing an experience requires a better understanding of your customers.
Social media is changing the face of CRM. Are you prepared?
It's going to take a very special kind of organization to truly make a personal connection with customers.
The word is everywhere now: social networks, social frameworks, social platforms.
CRM is changing, and you better change with it.
Posted 30 Jan 2008
It's time for marketers to understand how social networking sites cater to every generation.
Loyalty doesn't have a bidirectional requirement, but the relationship between customers and a business demands that two-way street.
Posted 19 Apr 2004
Customers are willing to stay if they can expect a significant value of some kind from the product or service they are using.
The reality is that CRM becomes valueless if it doesn't translate into some sort of tangible business value.
Customers are rarely loyal. They are willing to jump at the first perceived slight or problem, even if they have been dealing with you for years.
Channel partners are salespeople, too. It's time we recognize the relationship for what it actually is.
If you have a vested interest in having customers, then field service is not only relevant to you, but is also a crucial part in the successful CRM mechanism.
Metrics and ROI will not materialize unless CRM incorporates major cultural change as an element of success.
The facts of CRM life dictate that to succeed we must all get along.
Call it vendor selection, not package selection, please
Give CRM system users a reason to embrace the new system, or failure is guaranteed
When companies purchase an application, they're buying the vendor.