Biographical Information

Paul Korzeniowski

Paul Korzeniowski is a freelance writer who specializes in technology. He has been covering CRM issues for more than two decades, is based in Sudbury, Mass., and can be reached at or on Twitter at #PaulKorzeniowski.

Articles for Paul Korzeniowski

The Gig Economy Is Emerging, but Overstated

Most job seekers, even Millennials, still prefer traditional jobs to flexible options

Mastering Data Requires Attention to Detail

Businesses needing a 360-degree view of their customers can achieve it if they're willing to put in the work

Intent-Based Marketing: The Early Bird’s System

New data analysis tools emerge to help companies identify customers earlier in the buying process

Extending International Reach Doesn’t Guarantee Marketing Success

Companies need to balance potential opportunities with numerous challenges when expanding beyond their borders

CRM Looks for Its Link on the Blockchain

Largely used for financial transactions, blockchain technology is finding its way into front- and back-office applications

Machine Learning Reshapes the Marketing Landscape

Emerging solutions provide marketers with insights into program effectiveness, but they require a high degree of skill to fine-tune

Bots Should Be in Your Contact Center’s Future

The technology emerges as businesses look to artificial intelligence to improve customer service

Can Better Grammar Improve Customer Service?

As customer interactions move online, agents might need to brush up on their misplaced modifiers

Design's Critical Role in Customer Engagements

To stand out from competitors, businesses must artfully craft experiences that resonate with customers and increase brand value

Enterprises Move from Passive to Active Social Media Strategies

Rather than just respond to irate tweets, corporations use social media interactions ?to drive change in business processes

Sneaker Shop Targets Trendsetters with Personalization

Villa uses Reflektion's 1 to 1 Personalization platform to help apparel customers find the right look

Subscription Services Can Revamp Business But Challenge Contact Centers

A new business model takes shape, where consumers rent goods and services rather than buy them.

Mobile Wallet Building Blocks Slowly Take Shape

Emerging technology promises to overhaul the payment process, but first it must overcome myriad technical and logistical obstacles.

Mobile CRM Is Slow to Take Hold

Integration hurdles slow deployments as systems largely fail to deliver significant value to users.

CRM and Knowledge Management: Balancing Information and Insight

Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.

The Complex Challenge of Repairing Customer Trust

Social media provides businesses with intriguing opportunities to strengthen the bond with consumers. 

The 2012 Service Elite

The Shifting e-Commerce Marketplace

Companies seeking suppliers have plenty from which to choose, but the market is turbulent

eSurvivor: Commerce Challenge

Fierce battle centers on retail players and favors those who adapt best to new market dynamics

QM Picture Grows Blurry

Vendors deliver a broad suite of new functionality

CRM Searches for Search

The technology to locate information may be readily available, but can CRM systems uncover their own buried treasure?

High Performance

WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages

SAP Offers Customers Benchmarking Aids

The business software vendor teams up with its user group to develop meaningful metrics for call centers; other benchmarking tests are on the way.