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Biographical Information
Joshua Weinberger
Managing Editor, CRM magazine
1-212-251-0608, Ext. 108

Josh returned to CRM magazine in 2007 after a three-year hiatus that included stints at the financial magazines of SourceMedia (formerly Thomson Media) and, most recently, as the managing editor of Plum, a pregnancy magazine for women 35 and older. An award-winning writer and editor, Josh brings a wealth of experience to CRM. In addition to previously serving as CRM's articles editor, he has also been on staff at The New Yorker and at Ziff Davis Media's Baseline, where he was one of the named recipients of several awards from the American Society of Business Publication Editors. Josh has also been a contributor to the Financial Times and to the Village Voice, where one of his essays appeared in the annual "Best of New York" issue. Following his five-year stint on staff at The New Yorker, Josh traveled the world, hitting all seven continents in a single year. At Yale University, he majored in American Studies, English, and Theatre Studies, with a concentration in Film.

In his current capacity at CRM, Josh edits all content for the magazine and this Web site, and helps coordinate the writing staff and freelancers, offering editorial guidance where needed.

Articles By Joshua Weinberger
Posted 04 Nov 2010 [October 2010 Issue]
Posted 14 Sep 2010 [September 2010 Issue]
Mark Zuckerberg, cofounder and CEO, Facebook
Posted 24 Aug 2010 [August 2010 Issue]
Michael Wu, principal scientist of analytics, Lithium Technologies
Posted 24 Aug 2010 [August 2010 Issue]
Brad Wilson, general manager, Microsoft Dynamics CRM, Microsoft Business Solutions, Microsoft
Posted 24 Aug 2010 [August 2010 Issue]
Brian Solis, principal, FutureWorks, and cofounder, Social Media Club
Posted 24 Aug 2010 [August 2010 Issue]
Ray Wang, partner, Altimeter Group
Posted 24 Aug 2010 [August 2010 Issue]
Doc Searls, fellow, Berkman Center for Internet and Society, head of ProjectVRM
Posted 24 Aug 2010 [August 2010 Issue]
Bill McDermott, co-CEO, SAP
Posted 24 Aug 2010 [August 2010 Issue]
Marc Benioff, cofounder, chief executive officer, and chairman of Salesforce.com
Posted 24 Aug 2010 [August 2010 Issue]
With one of CRM's elder statesmen at the helm, Workday's performance management may become the next wave of CRM technology
Posted 24 Aug 2010 [August 2010 Issue]
Focusing on the concept of "business execution," SuccessFactors knows that what happens in the workplace extends to the marketplace
Posted 24 Aug 2010 [August 2010 Issue]
The veteran in this year's class, Open Text knows that customers consume content
Posted 24 Aug 2010 [August 2010 Issue]
Already drawing the attention of global brands, Foursquare is at the forefront of location-based (and social gaming) CRM
Posted 24 Aug 2010 [August 2010 Issue]
With the purchase of CoTweet, email marketing specialist ExactTarget is ready to deliver results
Posted 24 Aug 2010 [August 2010 Issue]
For small businesses looking to connect, BatchBlue Software has some connections of its own.
Posted 24 Aug 2010 [August 2010 Issue]
Some of the industry's brightest analysts hope to reach new heights at Altimeter Group
Posted 24 Aug 2010 [August 2010 Issue]
A standout in the vast arc of social listening, Radian6 allows users to take a first step toward engagement
Posted 24 Aug 2010 [August 2010 Issue]
Posted 11 Aug 2010 [August 2010 Issue]
CRM Evolution '10: Your one-stop shop for all the links, coverage, and blogposts of this year's conference by the staff of CRM magazine and from around the Web.
Posted 10 Aug 2010
The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer — and connected to everyone.
Posted 01 Aug 2010 [August 2010 Issue]
Posted 14 Jul 2010 [July 2010 Issue]
Over the last 15 years, CRM projects and plans may have changed dramatically, introducing new angles and complex combinations, but the overarching goal of improving the customer relationship has remained a straight shot.
Posted 14 Jul 2010 [July 2010 Issue]
Posted 09 Jun 2010 [June 2010 Issue]
The flatter the world, the further the reach of the empowered customer. In his new book, Flip the Funnel, Joseph Jaffe explains how that may finally bring down silos once and for all.
Posted 11 May 2010 [May 2010 Issue]
Posted 11 May 2010 [May 2010 Issue]
More than 10 years after upending the balance between companies and customers, the authors of The Cluetrain Manifesto reflect on its creation—and its lasting influence.
Posted 11 May 2010 [May 2010 Issue]
The denizens of the twittersphere tend to be passionate people already, and the social, political, and cultural sensitivities of the environmental movement only serve to add fuel to that fire.
Posted 06 Apr 2010 [April 2010 Issue]
Analysts are an opinionated bunch—especially in the Twittersphere.
Posted 10 Mar 2010 [March 2010 Issue]
A timeline of the tumult: The industry's shaken, but that may be a sign that the something's stirring. Here's a chance to look at the big picture—and to remember that not all deals pan out as intended.
Posted 10 Mar 2010 [March 2010 Issue]
The author of "How We Decide" discusses the essential role of customer indecision.
Posted 11 Feb 2010 [February 2010 Issue]
The word on the street.
Posted 11 Feb 2010 [February 2010 Issue]
The author, thought leader, consultant, and industry expert chats with Managing Editor Joshua Weinberger and Associate Editor Jessica Tsai to reveal why he wrote the book he swore he'd never write.
Posted 11 Feb 2010 [February 2010 Issue]
The links, additions, and bonuses mentioned in this month's excerpt from the fourth edition of CRM legend Paul Greenberg's book, CRM at the Speed of Light.
Posted 01 Feb 2010 [February 2010 Issue]
The pursuit of the new is, itself, nothing new. So why do we—and customers—seem to value it so highly? This month, we take an in-depth look at the promise—and price—of innovation.
Posted 27 Jan 2010 [January 2010 Issue]
The word on the street.
Posted 26 Jan 2010 [January 2010 Issue]
What does the Twittersphere think of Salesforce.com?
Posted 01 Jan 2010 [November 2009 Issue]
Posted 01 Jan 2010 [October 2009 Issue]
Salesforce.com was careening toward bankruptcy. Even Marc Benioff secretly feared his company's days were numbered. But then revenues picked up — and the revolution began in earnest. He's shown he can topple an industry — but can he lead one?
Posted 01 Jan 2010 [November 2009 Issue]
The word on the street about CRM.
Posted 01 Dec 2009 [December 2009 Issue]
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
Posted 01 Sep 2009 [September 2009 Issue]
Posted 01 Sep 2009 [September 2009 Issue]
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
Posted 05 Aug 2009 [August 2009 Issue]
Think you know the score? Guess again.
Posted 05 Aug 2009 [August 2009 Issue]
The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.
Posted 01 Aug 2009 [August 2009 Issue]
Posted 01 Jul 2009 [July 2009 Issue]
Social media thought leaders, twittering about social media.
Posted 01 Jun 2009 [June 2009 Issue]
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
Posted 01 May 2009 [May 2009 Issue]
How have retailers fared in the twitterverse?
Posted 01 May 2009 [May 2009 Issue]
Customer service tweeps speak for themselves.
Posted 01 Apr 2009 [April 2009 Issue]
Government 2.0 comes to the Twitterverse.
Posted 01 Mar 2009 [March 2009 Issue]
The recession casts a cold shadow over the Twitterverse.
Posted 01 Feb 2009 [February 2009 Issue]
Cloud computing gets the Twitter treatment.
Posted 01 Jan 2009 [January 2009 Issue]
Entellium's crisis played out on Twitter, live.
Posted 01 Dec 2008 [December 2008 Issue]
The financial crisis -- and the customer service issues it raises -- makes itself felt on Twitter.
Posted 01 Nov 2008 [November 2008 Issue]
Customer experience tales across the Twitterverse.
Posted 01 Oct 2008 [October 2008 Issue]
destinationCRM Exclusive: The consultancy gathers its resources and expertise in software-as-a-service CRM -- and stresses that SaaS may not be right for everyone.
Posted 18 Sep 2008
The twitterverse opens up on open-source CRM.
Posted 01 Sep 2008 [September 2008 Issue]
Some recent tweets about CRM software.
Posted 01 Aug 2008 [August 2008 Issue]
The microblogging site is rapidly becoming a destination of choice for the Web 2.0-savvy, and users of Microsoft Dynamics CRM 4.0 are certainly among them.
Posted 01 Jul 2008 [July 2008 Issue]
As Twitter, the microblogging site, explodes in popularity, CRM has become a common topic. To bring the Web 2.0 world full-circle, we'll be highlighting a few choice tweets.
Posted 01 Jun 2008 [June 2008 Issue]
As master data management moves out of the early-adoption phase, Forrester Research forecasts trends for the year, reasons for failure, and recommendations for future success.
Posted 19 May 2008
The Force.com platform becomes the first software-as-a-service offering to allow pay-per-login pricing, but the company's CRM applications aren't included.
Posted 17 Jan 2008
The company wows its users with new products and new plans for the future.
Posted 01 Jan 2008 [January 2008 Issue]
Recent studies predict the global CRM market will double within six years, and suggest explosive growth in CRM adoption across every segment -- especially on-demand CRM.
Posted 01 Jan 2008 [January 2008 Issue]
At Oracle OpenWorld 2007, executives emphasize the benefits of having made 41 acquisitions in 45 months: "We've become the IPO market for the enterprise software industry."
Posted 13 Nov 2007
The on-demand provider fills its pre-IPO days with the announcement of SuiteBundler, a feature-and-function packaging system for resellers to maximize delivery of services.
Posted 24 Oct 2007
On the heels of the SAP-Business Objects deal, Larry Ellison's company makes a multibillion-dollar move of its own.
Posted 12 Oct 2007
Software conglomerate tells analysts to expect no further acquisitions--for now.
Posted 11 Sep 2007
The DoubleClick/Omniture agreement brings renewed attention to the power of the technology.
Posted 21 Dec 2004
The CRM giant's acquisition of the electronic billing-systems provider aims to strengthen Siebel's stable of front-office offerings.
Posted 20 Dec 2004
Scouts Canada integrated its nationwide membership by unifying data.
Posted 20 Dec 2004
A New York State county plans to use mySAP CRM for first responders.
Posted 17 Dec 2004
A partnership with former rival Omniture will bring together clients of both companies.
Posted 17 Dec 2004
Holiday consumers continue to prefer offline purchasing.
Posted 07 Dec 2004
The key to recent redesigns lies in uniting bricks and clicks.
Posted 03 Dec 2004
Company President Kris Calef talks about variety, value, and growth.
Posted 01 Dec 2004 [December 2004 Issue]
CRM united the company's information, which was had been housed in different systems.
Posted 01 Nov 2004 [November 2004 Issue]
Chris Twogood is one industry veteran who has his eyes on where the industry is headed.
Posted 21 Oct 2004
According to the results of a new survey conducted on behalf of Teradata, 75 percent of senior executives at U.S. companies said that the number of decisions they have to make each day has increased over the past year.
Posted 20 Oct 2004
The new 5.1 release includes improved integration with Windows architecture.
Posted 18 Oct 2004
Operational goals require effective operations--and that's where systems metrics come into play.
Posted 18 Oct 2004 [November 2004 Issue]
Some loyal customers may be only marginally valuable today, but enormously valuable tomorrow.
Posted 18 Oct 2004 [November 2004 Issue]
The U.K. law firm needed vital information to be visual and accessible to all.
Posted 01 Oct 2004 [October 2004 Issue]
Forrester had forecast a 7 percent growth rate for CRM in 2004.
Posted 30 Sep 2004
These are very different announcements: They're both targeting customer service, but Salesforce is targeting the call center, as compared to focusing on premise-based trouble tickets.
Posted 29 Sep 2004
Age may be the single most reliable predictor of who will tolerate overseas assistance and who won't.
Posted 27 Sep 2004
Database marketing has quickly become integral to many organizations' CRM operations.
Posted 24 Sep 2004 [October 2004 Issue]
Violations, more often than not, are the acts of a company's own employees; Mother Nature is a very different kind of external threat.
Posted 24 Sep 2004 [October 2004 Issue]
PeopleSoft will offer credits of as much as $100,000 to customers willing to upgrade certain versions of its software before the end of 2004.
Posted 23 Sep 2004
An Aberdeen report compiles responses from 223 companies that hire employees paid by the hour, who represent nearly 60 percent of the overall job market.
Posted 22 Sep 2004
It's been a difficult year for email marketers, particularly with the enactment of the federal CAN-SPAM legislation.
Posted 20 Sep 2004
The limitations are not in the tool. They're in our application of the tool.
Posted 20 Sep 2004 [October 2004 Issue]
The biggest news is the acquisition of eAssist.
Posted 16 Sep 2004
According to a new report by the Service & Support Professionals Association, it's possible to predict during the recruiting phase who the top performers might be, and hire accordingly.
Posted 15 Sep 2004
Some firms can be cavalier with customer contacts; others are slow to respond to online service requests.
Posted 13 Sep 2004
Online retailers are reaching a crossroads in terms of gauging customer satisfaction, according to a recent study.
Posted 09 Sep 2004
Conventional wisdom regarding multichannel customers has been off target.
Posted 08 Sep 2004
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
Posted 01 Sep 2004 [September 2004 Issue]
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
Posted 01 Sep 2004 [September 2004 Issue]
Is a hosted-or-on-demand-offering price war is looming? If so, what will vendors do to differentiate themselves and their services?
Posted 01 Sep 2004 [September 2004 Issue]
PADI Worldwide unified sales, accounting, membership, and training and education to make members more self-sufficient and reduce customer service calls.
Posted 01 Sep 2004 [September 2004 Issue]
IBM stated in its announcement of the deal that Venetica will become part of the IBM Software Group's Data Management unit.
Posted 30 Aug 2004
The responses to the surveys reflect what [executives] think on the subject and where it fits into their business plans.
Posted 26 Aug 2004
The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.
Posted 26 Aug 2004 [September 2004 Issue]
Online consumers have become more educated and sophisticated over the past year.
Posted 25 Aug 2004
RightNow has always been very user-focused, making product decisions based on what existing customers want. As it begins to target larger deals in new verticals, there will be more market-driven development.
Posted 19 Aug 2004
The newly rechristened application is the ASP's first step as it moves forward with broad plans to expand into smaller markets.
Posted 18 Aug 2004
The modules being upgraded, Oracle Sales, Oracle Marketing, Oracle Partner Relationship Management, and Oracle e-Commerce, either create or expand functionalities across most of the company's selling platform.
Posted 16 Aug 2004
Siebel Systems and SAP lead on the list, with Oracle, PeopleSoft, and Amdocs clustered closely behind.
Posted 13 Aug 2004
One key to achieving effectiveness, the report says, is sharing institutional knowledge.
Posted 11 Aug 2004
The current IP telephony standard, known as H.323, will need to be replaced for the real uptake to begin.
Posted 09 Aug 2004
Patrick Bakey is to be SAP's senior vice president and general manager of its North American CRM business unit.
Posted 04 Aug 2004
Grand Haven, MI--a "hot city"--is the nation's first fully wireless municipality, compliments of a city-wide wireless network.
Posted 02 Aug 2004
The company now has control over its order process, and soon will be able to get rid of its legacy billing system entirely.
Posted 02 Aug 2004 [August 2004 Issue]
Consultants and integrators complement each other--the key is to play to each party's strength.
Posted 02 Aug 2004 [August 2004 Issue]
For the full CRM benefits to be realized, schools will have to expand their focus, tracking the full life cycle of each student, from kindergarten through graduation.
Posted 02 Aug 2004 [August 2004 Issue]
Articles Editor Joshua Weinberger asked industry experts what it takes to be successful in a CRM initiative.
Posted 02 Aug 2004 [August 2004 Issue]
The burgeoning company needed a better way to keep in touch with clients.
Posted 01 Aug 2004 [August 2004 Issue]
According to a new study, although the number of companies using at least some real-time data has increased over the past year, many are learning that not all decisions need real-time data.
Posted 30 Jul 2004
The real coalition of the willing, though, tends to comprise the youngest customers.
Posted 28 Jul 2004
Anthony Nelson, formerly a consultant at Scient and a global Web strategist at software vendor PTC, will fill the new C-level role.
Posted 26 Jul 2004
The summer release of the company's core product touts more than 100 new features.
Posted 22 Jul 2004
Janice Anderson says she's spent part of her first month assessing the competitive landscape.
Posted 19 Jul 2004
According to the study, the industry continues to sputter in generating license revenue.
Posted 14 Jul 2004
The survey found that offshore outsourcing is limited, but that those companies that have opted for it are committed to the practice long term.
Posted 12 Jul 2004
The study "The Customer Management Applications Report, 2003--2008" states that both SAP, which has $8.8 billion in overall revenues, and Siebel show about $1.3 billion in CRM revenue.
Posted 07 Jul 2004
Geolocation has already begun to impact various aspects of marketing and sales, from lead generation to paid search results.
Posted 06 Jul 2004
Capture the mythical creature known as The Lifelong Customer.
Posted 01 Jul 2004 [July 2004 Issue]
It's not surprising that many CRM vendors formalize interaction using customer advisory boards that have direct input into product development.
Posted 01 Jul 2004 [July 2004 Issue]
The biggest issue was the initial process of migrating historical marketing information.
Posted 01 Jul 2004 [July 2004 Issue]
The company's knowledge base has remained essentially static, aside from a few regular promotional events, which means efforts to maintain or update the FAQ can be kept to a minimum.
Posted 01 Jul 2004 [July 2004 Issue]
According to the results of a recent survey conducted by IBM Business Consulting Services, the quality of your technology won't be the deciding factor in predicting whether your CRM project will falter or thrive.
Posted 01 Jul 2004 [July 2004 Issue]
McCloskey says that over the past nine months FrontRange has taken significant steps to change its corporate perspective regarding GoldMine, deciding to step up research and development.
Posted 30 Jun 2004
As with any CRM deployment, potential users still need to weigh the relative merits before deciding if on-demand is appropriate for their organizations.
Posted 28 Jun 2004
A recent Gartner research note states that companies that engage an ASP are perhaps overawed by the low initial price tag and don't consider the necessary ongoing costs they may incur as the relationship period extends.
Posted 24 Jun 2004
The real distinction comes from the possibility for change down the road. Clients start with hosted or on-demand CRM with the intent of switching to an on-premises application later.
Posted 22 Jun 2004
The number of newsletters in an online format has nearly doubled over the past year, while the print-only format is actually in decline.
Posted 17 Jun 2004
A new survey indicates there are some significant differences in the responses of men and women to bad customer service interactions.
Posted 16 Jun 2004
A large number of respondents--85 percent--say a single bad experience will turn them off forever.
Posted 15 Jun 2004
The tolerance for bad data drops as the importance of the data rises.
Posted 14 Jun 2004
The new offerings are in the areas of advertising/media sales, commercial lending, and telecommunication services.
Posted 11 Jun 2004
Janice Anderson has been named the company's new CEO and chairman of its board of directors.
Posted 09 Jun 2004
A recent report states that there's an increasing tendency toward using VoIP, and they suggest that a major turning point may have arrived.
Posted 08 Jun 2004
According to the survey, 70 percent of respondents are at least aware of the pay-as-you-go model for enterprise software, but only 20 percent say they are already using it.
Posted 02 Jun 2004
Ultimately getting buy-in from both management and users will take a successful pilot.
Posted 01 Jun 2004 [June 2004 Issue]
CRM vendors have come around to a new way of addressing the needs of insurers.
Posted 01 Jun 2004 [June 2004 Issue]
The biggest obstacle to date has been the difficulty in formulating the single view of any given customer.
Posted 26 May 2004
New technologies, from Web services to wireless broadband connections, are opening doors that previously had been bolted shut.
Posted 26 May 2004
The study claims that U.S. banks will spend $1.9 billion this year on contact center technology, while spending $5.2 billion on personnel.
Posted 24 May 2004
Much of the news trumpeted at the conference has far-reaching implications for CRM specialists and enterprise application users overall.
Posted 21 May 2004
The updated version has solutions for customer portfolio management, partner relationship management, a more robust analytics function known as Prescriptive Analytics, and more.
Posted 20 May 2004
PeopleSoft President and CEO Craig Conway said Tuesday at a press conference that PeopleSoft has spent "between $12 and $15 million" per quarter defending itself against its rival's overtures.
Posted 19 May 2004
The revised offer brings the overall price tag down from approximately $9.4 billion to approximately $7.7 billion.
Posted 17 May 2004
Most contact centers use one-dimensional metrics like time-to-respond or number-of-calls-handled to gauge success or failure. That's simply not sophisticated enough.
Posted 11 May 2004
Lost in the news that Tom Siebel was stepping down as CEO of the company he cofounded was the announcement of John White's appointment to Siebel Systems' board of directors
Posted 06 May 2004
Tom Siebel steps aside, but will remain chairman of the company's board of directors.
Posted 04 May 2004
The global survey claims that only 15 percent of current CRM projects are fully successful, but that the success rate can be improved to as high as 80 percent through proper business process methodology and prioritization.
Posted 29 Apr 2004
The number of print-and-online catalogs has exceeded the number of catalogs available only in print.
Posted 27 Apr 2004
Hosted CRM vendor Salesforce.com plans to raise as much as $85 million in its initial public offering (IPO), according to papers filed on Tuesday with the Securities and Exchange Commission (SEC).
Posted 21 Apr 2004
Version 7.7 of Siebel's product suite comes nearly a year after the most recent significant release, 7.5.3.
Posted 20 Apr 2004
Customers relying on the Web sites of the top U.S. retail banks are unlikely to have a satisfactory experience, according to a new study by the Allen Bonde Group, a market research and management consulting firm based in Wellesley Hills, MA.
Posted 15 Apr 2004
Salesforce.com announced Spring '04, the latest edition of its CRM application, which includes more than 150 new features, a new point-and-click customization tool called Salesforce.com Studio, and an update to its sforce programming platform.
Posted 13 Apr 2004
Onyx Software aims to enhance its suite by acquiring BPM technology
Posted 09 Apr 2004
The billing and customer care market is nearing the end of its consolidation cycle, and the handful of players still standing are likely to begin looking to expand horizontally into other areas, according to a new research note by The Yankee Group.
Posted 07 Apr 2004
Siebel's new analytic offering for the pharma industry allows for offline remote analysis of customer data.
Posted 05 Apr 2004
 
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