The 2008 CRM Market Awards: Influential Leaders -- Paul Greenberg
chief customer officer, BPT Partners
president, The 56 Group
It’s one thing to talk about the industry as it is—it’s another to envision the industry as it should be. Paul Greenberg is a master of both.
To start, he’s the author of CRM at the Speed of Light, one of the industry’s seminal books, and is publishing the fourth edition in December. He’s president of The 56 Group and chief customer officer of BPT Partners, a CRM consultancy that drops science on vendors and users alike and provides certification in various aspects of CRM. He’s also executive vice president of the National CRM Association, co-chair of the Rutgers CRM Research Center, and one of the industry’s most prolific bloggers. (He’s also a columnist for us, but we’ll overlook that to give credit where it’s due.)
In short, the man gets around, and he stirs things up, especially in the area of social media. Greenberg recently created the CRM 2.0 Wiki, a community built around defining and discussing the role of CRM as it begins to incorporate social media; and myCRM Career, a site for professionals to network, shmooze, and move up the CRM ladder. But Greenberg is also making vendors take notice—who else could have convinced Microsoft Dynamics CRM and Salesforce.com to agree to a software showdown, in which both companies are now hard at work fighting for bragging rights?
For all this and more, Paul Greenberg helps define what makes an Influential Leader.
For the rest of our 2008 Influential Leaders, click here.
To view the rest of the 2008 CRM Market Awards, click here.
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationcrm.com/subscribe/.
Everything Is Social
The word is everywhere now: social networks, social frameworks, social platforms.
A Company Like Me
It's going to take a very special kind of organization to truly make a personal connection with customers.
Loyalty Versus Commitment
Loyalty doesn't have a bidirectional requirement, but the relationship between customers and a business demands that two-way street.
Creating Realistic Customer Expectations
Customers are willing to stay if they can expect a significant value of some kind from the product or service they are using.
Try to Dig What We All Say
It's time for marketers to understand how social networking sites cater to every generation.
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go.
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.
The 2008 CRM Market Awards: Influential Leaders -- Introduction
The visionaries shaping the CRM industry.
The 2008 CRM Market Awards: Rising Stars -- Twitter
Getting customers all a-twitter.
Gather the Tools for Customer Engagement
Social media is changing the face of CRM. Are you prepared?
The Rave Is Over
What happened at Entellium, and what it means for businesses.
CRM on Twitter: December 2008
Entellium's crisis played out on Twitter, live.
Intuit and Others Bid on Bankrupt Entellium
The Entellium saga continues as it files for bankruptcy protection, and competing vendors look to pick up the SMB solution provider's pieces.
Time to Get Pragmatic about Enterprise 2.0
Industry thought leaders -- Hinchcliffe & Co., Asuret, and Socialtext -- join forces to drive success in enterprise social computing projects. Plus, Socialtext calculates an announcement of its own.