Biographical Information
Paul Greenberg
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
When customers view companies as trustworthy, true engagement happens
Posted 01 Mar 2018 [March 2018 Issue]
It has to be both baked into your company's culture and present in your people.
Posted 29 Sep 2017 [October 2017 Issue]
Customers trust ‘people like me'; it's time for your business to become ‘a company like me'
Posted 26 May 2017 [June 2017 Issue]
Artificial intelligence is about to go mainstream, so let's talk about what it is, and isn't
Posted 01 Feb 2017 [February 2017 Issue]
To deliver great customer experiences and outcomes, vendors have to band together
Posted 01 Oct 2016 [October 2016 Issue]
A #FAIL with baseline expectations will have your customers looking elsewhere
Posted 01 Jun 2016 [June 2016 Issue]
Two departments that haven't always seen eye to eye need each other now more than ever before
Posted 02 Feb 2016 [February 2016 Issue]
CRM has lived through interesting times—and the changes aren't over
Posted 01 Oct 2015 [October 2015 Issue]
Look past transactions to interactions
Posted 29 May 2015 [June 2015 Issue]
The technology's benefits are too obvious to ignore.
Posted 01 Feb 2015 [February 2015 Issue]
With today's connected customers, engagement is more vital than ever.
Posted 01 Oct 2014 [October 2014 Issue]
More than just a buzzword, it's key to retaining today's digital customer.
Posted 01 Jun 2014 [June 2014 Issue]
When definitions are in flux, flexibility is key.
Posted 01 Feb 2014 [February 2014 Issue]
How American Girl dolls became much more than child's play.
Posted 01 Oct 2013 [October 2013 Issue]
Winning sports franchises know that selling tickets is only the beginning.
Posted 01 Jun 2013 [June 2013 Issue]
Look to uplift modeling to predict customer actions.
Posted 01 Feb 2013 [February 2013 Issue]
This "novel" concept is nothing new at all.
Posted 25 Sep 2012 [October 2012 Issue]
What you don't know can hurt your business.
Posted 01 Jun 2012 [June 2012 Issue]
Takeaways any business can use.
Posted 01 Feb 2012 [February 2012 Issue]
Enterprise 2.0 and social CRM form the core of social business
Posted 02 Nov 2011 [November 2011 Issue]
It's not the medium but, rather, how you use it to engage customers that counts
Posted 24 Jun 2011 [July 2011 Issue]
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
Posted 17 Mar 2011 [April 2011 Issue]
Transparency and authenticity are the cornerstones of trust between a company and its customers.
Posted 11 May 2010 [May 2010 Issue]
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.
Posted 11 Feb 2010 [February 2010 Issue]
You need more than just transaction data if you want to take action.
Posted 01 Dec 2009 [December 2009 Issue]
A new paradigm calls for a reassessment of an industry metric.
Posted 01 Aug 2009 [August 2009 Issue]
But are you prepared to let them?
Posted 01 Apr 2009 [April 2009 Issue]
Providing an experience requires a better understanding of your customers.
Posted 01 Jan 2009 [January 2009 Issue]
Social media is changing the face of CRM. Are you prepared?
Posted 01 Nov 2008 [November 2008 Issue]
It's going to take a very special kind of organization to truly make a personal connection with customers.
Posted 01 Jul 2008 [July 2008 Issue]
The word is everywhere now: social networks, social frameworks, social platforms.
Posted 01 Mar 2008 [March 2008 Issue]
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.
Posted 01 Nov 2006 [November 2006 Issue]
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.
Posted 01 Dec 2003 [December 2003 Issue]
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.
Posted 01 Aug 2003 [August 2003 Issue]
Channel partners are salespeople, too. It's time we recognize the relationship for what it actually is.
Posted 02 Jun 2003 [June 2003 Issue]
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.
Posted 01 Apr 2003 [April 2003 Issue]
Metrics and ROI will not materialize unless CRM incorporates major cultural change as an element of success.
Posted 02 Feb 2003 [February 2003 Issue]
The facts of CRM life dictate that to succeed we must all get along.
Posted 13 Dec 2002 [December 2002 Issue]
Call it vendor selection, not package selection, please
Posted 22 Oct 2002 [October 2002 Issue]
Give CRM system users a reason to embrace the new system, or failure is guaranteed
Posted 01 Jun 2002 [June 2002 Issue]
When companies purchase an application, they're buying the vendor.
Posted 12 Apr 2002 [April 2002 Issue]
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