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Paul Greenberg

Paul Greenberg
The 56 Group, LLC
Paul Greenberg, the president of the 56 Group, LLC, is the author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, 3rd edition. Greenberg is co-chairman of Rutgers University's CRM Research Center and executive vice president of the CRM Association. His blog PGreenblog won both of the only two awards ever given to CRM blogs.

CRM 2.0 … Is It Really Now?

Hey, so if you looked at what I just said in the last entry, I said, "style is sexy" and "style is important" and...

Personalizing the Mass

I've been traveling a lot, a whole lot, the last three months. I've been in about 10 cities and done, like, 14 speaking engagements...

Don’t Bank on Loyal Customers

I'm a loyal customer of a lot of companies. I love them, and I think they love me back—sometimes. But it means that when...

It’s No Game: If You Want to Keep Up With Your Customer, You Have to Adapt to New Business...

I heard this the other day, and though I can't remember who said it, it has stuck with me because of its truth: "Customers...

How Do I Love P&G? Let Me Count the Ways: Rules for the Customer-Centered Supply Chain

I have an unabashed love affair with P&G. Not the products so much. I use Tide High Efficiency detergent and, ahem, Charmin but don't...

Get Modern: Maintain Customer Value Across the Value Chain

Don't you long for the good old days? When we idyllically assumed that value resided in the actual products and services we offered up?...

Adapt to Today’s Empowered Customers Without Turning Your Employees Against You

Today's customers are different. They require—no, demand—transparency into a company so that they can make intelligent choices. They no longer seem interested in how...

Forecast: The Customer Experience Will Get More … Experienced

CEM will be an increasingly critical part of CRM by the middle of 2005 and perhaps will dwarf many other facets of CRM within...

How Much of the Chain Does Your Strategy Encompass?

I heard a story not too long ago about a company that had focused itself on sales but not much else. Company leaders had...

What You Shouldn’t Have Is a Failure To Communicate

There's a line from the old Paul Newman movie, Cool Hand Luke, "What we have here is a failure to communicate." It was an...

Are You Experienced … at Tapping Into the Customer Experience?

Are you experienced? Apologies to the memory of Jimi Hendrix, but I ask the question to make a point. Because the answer is: Of...

What Are We Looking for in 2005? The Year in a Hand-Basket

This year portends big things for CRM. As I travel the world, meeting with CRM pundits, customers and vendors alike, I hear from all...

Siebel and Chapter 2: That Was Then … This Is Now

I adore Sheryl Crow. Not only is she sexy and a talented singer, she is also one of the best songwriters I know of....

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